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Bankitalia: Perrazzelli, bank customer assistance strengthened

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(ANSA) – ROME, JUL 18 – The Bank of Italy has launched a project to strengthen the assistance of bank customers. This was announced by the Deputy Director General of the Bank of Italy Alessandra Perrazzelli commenting on the report on the complaints of the customers of the banks and the financial institutions of the central institute. “On the basis of the positive experience we have gathered during the pandemic with the activation of a direct mode of dialogue with citizens – in line with what has already been implemented by Ivass, Agcom and Agcm – we have launched a project to strengthen listening to ‘users through easy-to-use solutions that take into account the different needs of users, who do not always have high digital skills “. “We think so – she said – to combine traditional solutions such as the” toll-free number “with the contact center with more innovative technologies, introducing chat bot tools to support the helpdesk, in order to make assistance more immediate and direct” .

The deputy dg then recalled how “the management of complaints carried out by the Bank of Italy would seem rather well known among the citizens and we can only be satisfied with this. Recently, we conducted a survey which showed that over 55 per cent of those interviewed said they know that it is possible to file a complaint with the Bank of Italy “. “We know, however, that this is a partial photograph”, “half of those who declare themselves informed believe, in fact, erroneously that the Bank of Italy can enter into the merits of individual disputes between banks and customers and can request the bank, for example, to grant the loan that the customer complains was denied “. (HANDLE).

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Source: Ansa

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