Bank of Ireland is investing €34 million to upgrade its call centre operations, aiming to provide operators with a comprehensive customer view and enhance security through voice biometrics.
The initiative will equip 2,800 staff across branches and contact centres with quick access to ‘single view of customer’ data, enabling faster call resolutions. The adoption of voice biometrics will further improve customer authentication, enhancing fraud protection and reducing call waiting times.
Customers can expect more efficient phone-based transactions available around the clock, as complex menu options will be eliminated.
This latest investment follows the bank’s recent commitments, including €60 million for ATMs and branch enhancements and €50 million dedicated to fraud protection.
Susan Russell, CEO of Bank of Ireland Retail, stated, “This is the largest single investment in enhanced systems and technology for our frontline colleagues in branches and contact centres that the Bank has ever made. We receive more than 11,000 calls on average each day, and when customers call us, they want speed, expertise, and security. This investment equips colleagues with the latest technology to provide better and faster resolution of calls. With a ‘single view’ of the customer at the touch of a button, colleagues will have instant access to all customer information without needing to refer to another part of the bank. This investment will improve the experience for both customers and colleagues.”