Respectively Head of Domestic banking and Head of Retail at MCB, Anju Unrowsing Ramtohul and Bernard Jackson are the guarantors of the direct relationship between the bank and its individual customers. They were guests on the MCB Talk podcast on June 5. Delphine Raimond
Recently, CEO Thierry Hebraud declared, “Customer satisfaction is a key performance indicator (KPI) for all MCB employees.” MCB has always been a universal bank, with a portfolio of 1.2 million members. It’s hardly surprising, then, that at peak times, branches are saturated and queues are interminable! Faced with the difficulties of an uneven customer service, the speakers recognize the need to work on optimizing it.
Overcrowding: reasons and solutions
“Cash and cheques are ubiquitous in Mauritian society. Over 4 million cash transactions are recorded annually at bank counters, and 15% to 20% of branch withdrawals are made by cheque. Some companies still pay their employees in this way. To reduce the number of visits to branches, MCB continues to develop its Juice mobile application, integrating new functionalities, while supporting its customers in the use of alternative solutions, such as vending machines and other digital services. “We need to change behaviors, dialogue and explain, convince those reluctant to the idea of migrating to digital channels.”
In order to consolidate the quality of its services and better serve its customers, MCB is strengthening the level of commitment of its staff. “We consider the expectations of our employees, bring the less experienced into a customer-centric corporate culture, and invest in training tailored to each type of position and career path to which they may aspire.” While reducing turnover represents a challenge, this is not the time for foreign mobilization: “We will continue to recruit locally, for as long as possible.”
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