Considering the growing number of customers, cardholders and transactions, Dutch Bangla Bank has set up a state-of-the-art all center. It is a world renowned Cisco hardware based call center comprising of all the services a call center can provide, e.g. interactive voice response (IVR) by virtue of which the customers are able to choose his / her options using keypads of a cell phone and listen to the responses related to his / her account or card or transactions from the system or through live agents. The customers can dial at 16216 any time from any land or mobile phone and connect to IVR or Live Agent, and get desired services. Call Center also handles ATM transaction related disputes by instantly logging the issues in the disputed management software (DMS), which is then resolved within next one working day by ADC Division. In the year 2012, Call Center has been updated with an Escalation Matrix (EM).
This is a in-house developed software to monitor turn-around time (TAT) of any queries/ complaints raised by any customer through Call Center. Whenever any queries or complaints are logged in the EM, concerned Division or Department can see the same queries / complaints and the turnaround time (TAT) starts from the time the issue is logged in the EM. For all types of issues specific TAT has been fixed and in case, any issue crosses the TAT, the next supervisor level get notification to expedite the process. In case the next supervisor cannot resolve the issues within the specific extended time, the notification ultimately goes to the Division head for his attention and to take urgent resolutions. The initiative has shifted the level of commitment of the Bank much higher toward effective customer service.