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Tuesday 15 October 2019
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Celebrating one year of customer centricity

On 1 July 2019, Bank Windhoek’s Customer Contact Centre (CCC) celebrated its first Anniversary. Previously outsourced, Bank Windhoek’s CCC has raised the bar in customer support services in Namibia. In line with the Capricorn Group’s strategic drive to customer centric service, Bank Windhoek decided to build its own in-house capability and capacity to deal with customer support. As a result, Bank Windhoek’s Customer Contact Centre was introduced and went live on 1 of July 2018.
Situated at Capricorn Group’s Head Office in Windhoek, CCC’s mandate is to provide a comprehensive solution for customers across all banking channels and provides, inbound and outbound proficiency. The support function operates 24 hours, seven days a week. “We support Bank Windhoek and Bank Gaborone, Capricorn Private Wealth customers are also assisted after hours and public holidays. To serve Bank Gaborone’s customers, we have two dedicated staff members who are fluent in Setswana,” said Bank Windhoek’s Customer Contact Centre Manager, Deborah Henckert. The Customer Contact Centre has 14 staff members, who are a diverse and vibrant team, specialised to serve customers on all the Bank’s platforms and systems.
“What makes the team so special, is that although this is a high stress environment and many times referred to as an Intensive Care Unit, the staff work well together. They definitely have a strong team and look out for each other,” said Henckert.




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