In an era of heightened customer demands and increased competition, Call Centers have become a crucially important mechanism to cost-effectively serve customers and sell products. National Bank of Pakistan realized that it needed not only to establish its Call Center by providing a one-stop service for all customer enquiries related to the bank’s products & reengineer its delivery processes, but also to ensure that it provides the same level of out-standing service across channels to give a consistent customer experience. To meet this objective, the bank launched a Customer Relationship Management system (CRM) following a proper intensified path & Turn around Time nationwide for resolving Customer Complaints with solutions deployed at all its Regional Head Quarter in the country that are being used by millions of users that use self-service applications in addition to the live agent services.

NBP has taken a step towards improving customer services by establishing a state of the art Call Center with a Help Line Number

(+92 – 021) 111 – NBP – NBP (111 – 627- 627) working 24 / 7 to provide instant service to all the existing & prospective customers on all the NBP products being offered by the bank specially NBP Karobar. Presently, the Call Center is receiving more than 1500 calls per day for resolving customer based product enquiries and complaints.