National Australia Bank Limited
(ASX:NAB) has reportedly spent $30 million to upgrade its call centre operations, which the bank hopes will deliver shorter waiting times for customers as well as flexible working arrangements for staff.
According to Fairfax Media, the new virtual contact centre will work with 36 of its call centres, across various divisions.
Chief Information Officer Adam Bennett says the upgrade will save about 30 per cent in costs annually.
Mr Bennett said the bank does not intend to move its virtual contact centre overseas.
National Australia Bank reported a first half net profit of $2.05 billion.
