Page 104 - Bank-Muamalat_Annual-Report-2023

BANK MUAMALAT MALAYSIA BERHAD

OUR PROGRESS AND
OUTPUT IN SUSTAINABILITY

Enhancing Nationwide Accessibility: Maintained a Customer Convenience and Trust: Efficiently handled
network of 68 branches and expanded online platforms 791,107 calls, addressing increased inquiries related
including Retail Internet Banking (RIB), Mobile Internet to online banking issues and financing applications.
Banking (MOB) for Retail customers, and Corporate Internet This outstanding outcome can be attributed to the
Banking (CIB) for Non-Retail customers. Additionally, Bank enhancements made to our Queue Management Service.
Bergerak services further enhanced accessibility. By the The customer satisfaction level was maintained at over
end of 2023, Bank Muamalat recorded: 80% since FY2021 at 89.4%, with a rate of 82.8% in
2022 and increased by 13.53% for FY2023 to 94.0%.
525,366 RIB users 331,932 MOB users The Bank also resolved 36% of complaints within
0-2 working days and aggressively performed callbacks
7,386 CIB users 194 Bank Bergerak for dropped calls to enhance the customer experience.
accounts
The total calls received and answered in the Contact
Centre for FY2023 increased by 28.87% compared
Our localised marketing strategy focused on serving
to FY2022. Of these, 39.8% were related to Internet
local customers within a 5km radius of each branch.
Banking, reflecting a significant rise in Internet Banking
We utlised localised advertising, community engagement
login issues, which highly impacted the volume of
initiatives, and tailored promotional campaigns to
inbound calls. Additionally, product and general inquiries
ensure services meet unique community needs,
increased by 13.18%, and financing application issues
enhancing customer convenience, fostering stronger
rose by 7.36% compared to FY2022.
relationships, and upholding public trust.
Our effective call abandonment rate was 16.2%,
What Did We Achieve? in line with industry standards. Feedback and complaint
handling is a significant agenda of the Bank Muamalat
Community Impact: By supporting over 50 community
Management Committee (MANCO), with Senior
programmes, we facilitated the creation of 32,682 new
Management regularly reviewing the performance and
accounts and accumulated RM911 million in Current
effectiveness of feedback handling.
Account balances by 31 December 2023. These initiatives
have made substantial contributions to local economic The top three types of queues were 40% for Internet
empowerment and community development. Through Banking, 37% for Product & General inquiries, and 9%
targeted outreach and tailored products and services for Financing Applications. The high volume of calls was
for underserved market segments, we are bridging the due to issues relating to online banking, unauthorised
poverty gap, enhancing earning power, and ensuring debit card transactions, and the increasing number of
equitable access to banking services for all members of Internet Banking users, as well as more inquiries regarding
society. financing assistance.
Promoting Cashless Banking: Achieved RM144 million The Bank’s dedication to enhancing the customer experience
in outstanding balances and attracted 24,601 new has evidently yielded positive results, as reflected in the
accounts by the end of FY2023, promoting financial high levels of customer satisfaction and retention. Moving
inclusion and convenience for diverse customer forward, we will remain steadfast in our efforts to further
segments. enhance our services and maintain our commitment to
superior customer experience.

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