Clients may contact the Bank through a number of channels: a chain of 423 branches across the country, a call centre, the Internet and mobile banking.
TeleMillennium, which is a telephone channel of contact with the Bank, makes it possible not just to submit orders relating to the service of Bank products but also to provide assistance in clarifying doubts, obtaining information about our offering and intervening in emergencies. This is also a channel of contact for prospective customers who can give instructions to open an account or a credit card.
In 2014, in order to ensure the highest possible quality of customer service for mortgage borrowers, a specialized Consultant Team was separated to handle matters relating to mortgage loans.
Also, certain activities were introduced to manage the suggestions put forward by the clients. Directly after talking to a client, Consultants may sent his/her comments to a relevant unit at the Bank. This function enables analysis of client needs and implementation of measures in response to their expectations.
|Number of calls to TeleMillennium||2,900,828||2,711,913||2,625,465||7%|
Internet and mobile banking
Internet and mobile banking clients may contact the Bank quickly via multiple channels, e.g. by sending a message from the website or from the transaction system, using a chat feature on the website or assistance of a Virtual Advisor. If any problem occurs in the operation of Internet or mobile banking, a client may contact a special assistance hotline for electronic banking clients.
All comments and suggestions submitted by clients via electronic and telephone channels are monitored and analysed on a continuous basis. Moreover, selected clients are invited to take part in usefulness tests conducted using the eye tracking technology. All of the above analyses are used to plan development of the Internet and mobile banking function.
Internet and mobile banking clients
|Clients using Millenet*||1,536,260 (74%)||1,438,813 (62%)||1 433 726 (54%)|
|Clients using MilleSMS*||206,501 (13%)||204,596 (14%)||198 580 (14%)|
|Clients using online statements*||950,789 (62%)||779,399 (54%)||670 693 (47%)|
|Clients using mobile banking*||145,000 (21%)||79,183 (13%)||51 395 (8%)|
|Inquiries in Millenet about system features||4,942||20,418||19,378|
|Inquiries in Millenet about products and services||76,304||49,569||22,856|
|Inquiries through a contact form||6,158||5,738||4,958|
* number and % of clients