Thursday, 21 January 2016 11:28

St George speeds up call centre support with mobile app update

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St.George Bank says it has enhanced its mobile banking app so customers in need of call centre support can reduce the wait time and have their query resolved faster.

The new feature ‘Connect’ draws on pre-existing authentication from fingerprint logon or four-digit password meaning customers are already securely identified. Connect eliminates the need for customers to re-identify themselves, reducing the time it takes to speak with a customer service specialist.

St.George’s General Manager for Customer Experience & Contact Centres, Jane Kittel said Connect is a fast and secure solution for customers who need contact centre support while out and about on their mobile.

“Connect is a significant step in bringing together traditional contact centre services with the mobile world. With close to 60 per cent of calls to the contact centre made from mobile, it’s important we help make our customers’ experience as easy as possible with quick and secure access to call centre specialists.

“Bringing Connect to our mobile banking app means the average call centre resolution time will be reduced by 25 per cent - saving our customers almost two minutes for every call. Not only does this put precious time back into our customers’ hands, it helps our call centre specialists promptly move on to their next call.”

Ms Kittel said Connect brings a simpler banking solution for customers anywhere, anytime.

“The exciting feature about Connect is that all the security sits behind the scene so the customers’ experience is really simple. The service is also available from overseas locations with specialist staff available around-the-clock 24/7 to answer your query.

“Further enhancements to Connect are planned for 2016 that will see St.George continue to lead the way in mobile banking innovation,” said Ms Kittel.

Connect is available for St.George and BankSA customers on Android and iOS smartphones and follows the Bank of Melbourne’s launch in September last year.

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Peter Dinham is a co-founder of iTWire and a 35-year veteran journalist and corporate communications consultant. He has worked as a journalist in all forms of media – newspapers/magazines, radio, television, press agency and now, online – including with the Canberra Times, The Examiner (Tasmania), the ABC and AAP-Reuters. As a freelance journalist he also had articles published in Australian and overseas magazines. He worked in the corporate communications/public relations sector, in-house with an airline, and as a senior executive in Australia of the world’s largest communications consultancy, Burson-Marsteller. He also ran his own communications consultancy and was a co-founder in Australia of the global photographic agency, the Image Bank (now Getty Images).

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