Our digital assistant Jamie has been busy too, answering
more queries than normal on her busiest day.
Her most common questions have been about branch opening hours, KiwiSaver balances and options for financial assistance.
Our contact centre has answered
calls, bringing on an extra
staff to answer an average
additional calls each day.
The busiest day was
the day after lockdown was announced, when we received
seconds longer on average, and we’ve had
more people than usual answering them.
Call volumes have reflected external events.
Call volumes were
down on the previous week at the exact time of the
when the Government announced we would move to COVID-19 Alert Level
The Contact Centre team has recorded
voice ID registrations, set up
customers for phone banking, and helped
customers to use Internet Banking for the first time.
All this with
of the team working from home.