New initiative to provide seamless 24/7 customer engagement across all access platforms

The Commercial Bank of Ceylon has launched a one-stop trilingual Integrated Contact Centre to serve its customers and stakeholders 24/7 and enabling customers to reach the Bank via multiple channels for inquiries and assistance.

The dedicated team behind the Centre consists of customer service representatives to handle calls, written communications, customer requests and customer feedbacks routed through social media, team leaders and trainers for better supervision and monitoring to ensure customers receive a positive experience in each and every interaction with the Bank.

The Integrated Contact Center is a much-needed platform to seamlessly serve customers who contact the Bank through many channels and to simultaneously provide them with speedy and professional responses, the Bank said.

Commenting on the launch, Commercial Bank’s Deputy General Manager – Marketing, Mr Hasrath Munasinghe said: “The Integrated Contact Centre was launched to offer a new dimension in customer-centricity and engagement while handling all inquiries in an efficient and pleasing manner with a view to making it a benchmark for service excellence.” He said the Centre is especially useful in times like the present when social distancing and contactless service are essential safety measures.

The launch of this facility ensures quality service for Commercial Bank customers round the clock and calendar, in the language of their preference. The Centre will also be instrumental in utilising customer feedback to improve the quality of services offered by the Bank, Mr Munasinghe said.

The first Sri Lankan Bank to be listed among the Top 1000 Banks of the World and the only Sri Lankan bank to be so listed for 10 years consecutively, Commercial Bank is celebrating its 100^th anniversary this year. The Bank, which won more than 50 international and local awards in 2019, operates a network of 268 branches and 873 ATMs in Sri Lanka.

Commercial Bank’s overseas operations encompass Bangladesh, where the Bank operates 19 outlets; Myanmar, where it has a Representative Office in Yangon and a Microfinance company in Nay Pyi Taw; and the Maldives, where the Bank has a fully-fledged Tier I Bank with a majority stake.

Photo caption: Commercial Bank’s Chief Operating Officer Mr Sanath Manatunge (3^rd from left) declares open the Integrated Contact Centre in the presence of the Bank’s (from left) Senior Manager – Contact Centre Mrs Beatrice Starling, Head of Card Centre Mr Thusitha Suraweera, Deputy General Manager – Marketing Mr Hasrath Munasinghe, Deputy General Manager – Human Resource Management Mr Isuru Tillakawardana, Deputy General Manager – Personal Banking  Ms Sandra Walgama.