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150,000 customers contact ING every day
ING does business with 85 million customers worldwide, 11 million
of them just in the Netherlands and Begium alone. This translates
into more than 10 million inbound telephone calls and around
750,000 e-mails received by ING’s call centres each year. On top of
this, MijnING.nl enables ING customers to access their finances
online round the clock, which often generates up to 1 million page
views per hour at peak times.
Quick, convenient and efficient banking
It’s essential that all forms of contact with
our customers run smoothly. It’s all about our clients being able
to handle their finances quickly, conveniently and effectively. And
in as far as possible themselves, but we are on hand to offer
tailor-made professional advice if required.
Automated customer contact
Much of the contact with customers is conducted
along automated channels, but that doesn’t mean that everything
runs automatically. There are many specialists hard at work behind
the scenes ensuring things run smoothly, including Channel
Managers, IT professionals, database marketers, analysts and
others. They are involved in making sure that the most up-to-date
information is being displayed on our website, the latest special
offers are showing the right rates and conditions, that it’s
straightforward for customers to follow the automated enquiry
procedures by telephone and/or internet, and to generate and
monitor the responses from (potential) customers to our promotional
campaigns.
Contact using traditional methods
The same goes for the customer contact we have
along traditional channels such as by post or advertisements in
magazines and newspapers. Talented direct marketers are responsible
for creating the most appealing and effective campaigns possible.
It’s not an easy job nowadays, when consumers are faced with so
many messages from so many different types of media.
Advice from the call centres
The advisors at the call centres talk to
thousands of (potential) customers every day about our banking and
savings products, mortgages and insurance packages. They are on
hand to deal with all manner of questions, requests and complaints,
ensuring that as many as possible are dealt with swiftly and
satisfactorily.
Consumers and entrepreneurs
Whenever possible, ING uses its website and
call centres to advise not only consumers but also entrepreneurs
and small businesses (SMEs).
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Mariëlle Nieuwenkamp, Customer Service Representative,
Mortgages: “Every conversation is different – you never know what
you’re going to be asked next and what kind of person you’re going
to be talking to”
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- Last updated 13/01/2010