Banorte grows in customer service

In response to the growing need for agile and personalized banking, Banorte enhanced its customer service capabilities to ensure efficient, high-availability support, with the goal of assisting all clients from the very first contact.

Its main action was to increase decentralized customer service by 12%. This means service is now provided from multiple Contact Centers with high availability, ensuring that whenever a client reaches out to Banorte’s emergency line or needs to report a card, assistance is always available.

Additionally, Banorte integrated technology that enables real-time, remote monitoring of results and productivity indicators through a unified dashboard. This allows for continuous optimization with the goal of improving the customer experience.

As a result of these actions, Banorte significantly reduced its call abandonment rate from 3% to 0.84%.

This improvement in service also led to a 10% increase in its customer recommendation index.