A leading retail bank tackles the challenge of highly variable call volume

| March 9, 2019

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The retail bank operated several call centres to service its core retail customer base. This covered standard telephone banking activity such as managing account enquiries, assisting with money transfers, setting up or cancelling direct debits, handling complaints and so on. Managing fluctuating call volume was an ongoing challenge for the bank with Mondays and Fridays being particularly busy days. Call volume was also higher at the beginning of the month when people got paid and at the end when they were most likely to go overdrawn.

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Qatar Post

Qatar Postal Services Company is the national provider of postal services across Qatar. With a network of more than 30 branches nationwide, Qatar Post carries out domestic and international operations, ranging from traditional to e-Government postal services. The Post Office opened in Qatar in 1950, followed by full ownership by the State of in May 1963. The General Post Office (GPO) became an independent corporation in October 2001 and has grown exponentially since then.

OTHER ARTICLES

SEE WHO IS SPEAKING AT MPC20!

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Spotlight

Qatar Post

Qatar Postal Services Company is the national provider of postal services across Qatar. With a network of more than 30 branches nationwide, Qatar Post carries out domestic and international operations, ranging from traditional to e-Government postal services. The Post Office opened in Qatar in 1950, followed by full ownership by the State of in May 1963. The General Post Office (GPO) became an independent corporation in October 2001 and has grown exponentially since then.

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