European settlement agency, Euroclear, is to establish a new contact centre to improve client communications.
Scheduled for launch by the end of 2001, the centre will be accessible to all Euroclear Bank clients by telephone, fax, e-mail and Swift free-format messages.
Euroclear says the initiative follows a customer survey and will initially focus on the minimisation of call-waiting queues, a reduction in the number of call transfers and the provision of speedier access to appropriately skilled staff.
To ensure greater consistency and quality in the handling of client queries generally, new telephone technology has been installed at Euroclear Bank and existing client service groups are being restructured.
The centre will initially be geared to handle in the region of 4000 calls per day, but its scalable design ensures that it will have the capacity to process significantly increased volumes as required, says Euroclear.
A choice of six languages - English, French, German, Dutch, Italian and Spanish - will be available to callers.