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Bank of Ireland to Invest Further 34m in Customer Service Improvements [Video]

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Marketing Platforms and CRM

Bank of Ireland is set to invest a further €34m in its telephone and customer relationship management systems as part of an effort to improve its customer services.

The bank expects the investment will lead to faster resolution of customer calls, enhanced self-service options and allow more transactions to take place over the phone.

Customers will be able to change their account address, order duplicate statements and request a new card on a self-service basis.

The bank will introduce voice biometrics to improve customer authentication, reduce call waiting times, and remove complex menus from phone-based transactions.

Bank of Ireland will assign to 2,800 more staff to branches and contact sectors with ‘single view of customer’ data for faster resolution.

The €34m investment brings the total being spent on customer services by Bank of Ireland to €150m by the end of 2025.

This is the largest single investment in enhanced systems and technology for our frontline colleagues …

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