Form 56-1 One Report 2021 Contact Center Retail Contact Center ttb has developed and improved Contact Center channel to be easily contact and prompt respond to customer’s need as follows; • Merged Contact Center to be 1 team to serve merged bank’s customers and changed the contact number to be 1428 after the merger. • Developed UX/UI technology for customer authentication via ttb ID, ttb touch PIN, CCPIN to allow customers to make transactions more convenient, faster and more secure. • Increased technology, process and human resource capabilities to support an increase in the number of customer contacts during Covid-19 situation which came from the increasing requests for debt relief program via Contact Center and the increase in the number of digital users and usage inquiries. Investment Line • In 2021, ttb aimed to create an investment experience that was easily accessible for customers via telephone channels. Therefore, the Bank expanded the scope of service to cover general customers by combining Wealth Advisor with the Investment Line team (1428#4). License certified staffs can perform telephone consulting on investment information including buy, sell, switch funds, and subscribe to automated investment planning services follow market conduct and suitable with customer risk profile. • In 2021, the investment advisory service via telephone (Investment Line) were expanded to provide investment consulting to merged bank’s customers. Commercial Contact Center • To serve the increasing number of business customers. The team has continuously adjusted the menu of the IVR system to allow business customers to access services faster as well as to simplify and facilitate self-service inquiries through the system. In addition, business customers are encouraged to conduct various transactions via electronic channels of the Bank. Specialized staff will be provided to guide you through the use, answer questions, and solve systemic problems to facilitate in case of any transaction problems through the Bank’s electronic channels. • To analyze customer service data for product and service improvement. • As for telephone numbers for existing business customers of Thanachart Bank, customers could still contact the same number for the entire year with an automatic call to inform the new TTB’s number. • To merge the Commercial Contact Center of both banks in order to become a single point of contact for business customers and SME business customers. In addition, operating hours are extended from Mon-Fri 8:00 a.m. - 6:00 p.m. to Mon - Sat 8:00 a.m. - 8:00 p.m. and the services cover all commercial products. • To adapt new technology called the New Telephony System in order to improve system efficiency and ability to serve customers. 77
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