Kuwait Finance House (KFH) has won the 2023 Customer Experience Transformation award for its Call Center from the American technology company (Avaya) in partnership with the Middle East Telecommunications Company (METCO).

The award was based on several criteria including: providing  a state-of-the-art digital Contact Center implementing the latest technology modules in the field that are based on novel self-services and digital applications, such as Dynamic Interactive Voice Response (IVR), Automated Number Identification (ANI), VIP Services, First Call Resolution (FCR), Automated Outbound Campaigner consisting of both Progressive & Preview, handling Blending Agents who are skilled to take both Inbound and Outbound Voice Communication, in addition to Automated Call Back to minimize and eliminate abandon and calls in queue, therefore ensuring an increased customer experience.

Meshal Alobaid, Executive Manager Direct Channels at KFH, said: “As part of its pioneering role in executing its digital transformation strategy, KFH has made, within a short time, big strides in digitizing its services and launching exclusive innovative banking solutions.”

Alobaid added, during a ceremony held at KFH Auto building for receiving the 2023 Customer Experience Transformation Award in the presence of KFH Group Chief Retail and Private Banking Officer, Khaled Alshamlan, and members of the executive management, that the results of the digital transformation exceeded expectations which is evident in the high volume of customers’ interaction with the Bank and the high growth rate in the number of users of KFH’s digital services compared to previous years.

Alobaid highlighted that the digital transformation of services provided by the Bank through its Contact Center, KFHonline, as well as KFH Go branches represent the significance of modern technology in achieving KFH's sustainability, financial inclusion goals, as well as meeting the aspirations of youth by keeping pace with technology, expanding customer base, attracting new customers, increasing market share, improving the quality of services and making them readily available whether through branches or electronic means, in order to remain closer to its current and potential customers.

He went on to say that KFH's efforts in digitization covered many areas, such as e-payment services, online account opening, issuing cards with unique features, and developing the performance of KFH devices which included instant printing of cards, buying and selling gold, and conducting many transactions without the need to visit the branch.

Alobaid added that consolidating the banking experience for customers and ensuring meeting their latest requirements and needs are one of the pillars on which the digital strategy of KFH is based. Thus, this award reflects KFH’s success in meeting its objectives by developing employees’ performance, establishing, operating and managing a Contact Center in a professional manner, raising up services quality level, as well as improving customer experience and the process of responding to their queries according to the highest standards of speed, security and quality.

He pointed out that KFH’s Contact Center relies on an Automated Voice survey for assessing customer satisfaction and improving their banking experience i.e., reaching every customer touchpoint and addressing their needs, requirements and attending to their concerns.

It is worth noting that Avaya is an American multinational technology company headquartered in North Carolina that specializes in business communications services and unified communications and contact centers.

Meanwhile, Abdulamir Al Muscati, the General Manager of the Middle East Telecommunications Company (METCO) said in his speech, "In today's rapidly evolving business landscape, customer experience stands as the cornerstone of success. It is the bedrock upon which lasting relationships are built, loyalty is fostered, and growth is attained. To receive this award is a testament to the unwavering commitment of KFH and the visionary partnership they share with METCO and Avaya."