Dialling up the future of call centres at banks

DBS spent S$10m in the last 5 years to personalise handling customers' needs which may involve calls to the customer centre

Singapore

HERE'S a peek into the future of customer centres at banks.

An online transaction fails to go through, and right there and then, the bank will send the customer a chat message, a text, or an e-mail, before having him or her ring up the bank to deal with the problem.