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National Bank of Canada recognized for quality of its customer service
Montreal, 26 September 2000 - National Bank of Canada recently received a CRMPower Golden Award for the quality of its customer service. This prestigious award, which recognizes excellence in customer relationship management (CRM), was presented to the National Bank for its efforts and success in setting up state-of-the-art call centres.
Despite the complexity and diversity of its financial products and services, the National Bank wanted all its call centre representatives to adopt more of an advisory approach to serving clients so as to better respond to each client's particular needs. Responsibility for developing and implementing the technological integration strategy was entrusted to IBM, a recognized leader in the field of call centre technology.
"One of our main objectives in managing relations with clients is to ensure that our front line employees are able to develop a close rapport with clients on a human level," explained Sylvie Roy, Senior Manager of the Bank's call centres. "Our representatives must be able to assist clients by giving them solid information about our individual products and about any solutions that might meet their overall banking needs," Ms. Roy added.
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National Bank of Canada is an integrated group whose mission is to provide comprehensive financial services to consumers, small and medium-sized enterprises and large corporations in its core market, while offering specialized services to its clients elsewhere in the world. The National Bank offers a full array of banking services, including all the investment banking services required by large corporations. It is an active player on international capital markets and, through its subsidiaries, is involved in securities brokerage, insurance and wealth management as well as mutual fund and retirement plan management. The National Bank has assets of over $70 billion and, together with its subsidiaries, it employs over 17,000 people. The Bank's shares are listed on the Toronto stock exchange.
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Information:
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Jean Robillard
Media Relations and
Finance Communications Officer
Public Relations Department
Tel: (514) 394-6990
jean.robillard@bnc.ca
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*The telephone number and e-mail address are for the exclusive use of journalists and other media representatives.
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