ANZ also saw changes in the reasons why customers were contacting the bank.
Early in the crisis, driven by market volatility, the largest volume of calls related to customers’ KiwiSaver accounts, with many wanting information on how to make changes.
This altered when the country went into lockdown, with customers’ primary concern becoming home and business lending.
“It’s not just about a top-up to a home loan, for example, we‘ve been trying to help customers understand what options are available, especially when their personal situation has changed,” says Pratley.
ANZ saw twice the normal volume of calls from customers asking for help to make a payment, pay a bill or transfer money between accounts.
“We’ve been spending more time than usual on these calls because for some of them it’s the first time they’ve done this over the phone, so a great opportunity to talk them through what is possible,” says Pratley.
“It’s also been neat to see some elderly customers show a willingness to try new things, setting up Voice ID on their phone banking accounts for the first time.”
There has also been a strong effort to help those customers over the age of 65.
A quarter of the 21,259 customers that visited ANZ branches during limited opening hours this month were in this age group.
ANZ also set up two new teams focused on helping seniors bank securely from home.
With over 8 million weekly logins to goMoney and Internet Banking, ANZ saw a 12% increase in the use of secure bank emails on this time last year, reflecting an increasing focus on digital banking channels by customers during the month-long lockdown.