Overview of UBL helpline
1. Introduction
1.1. Overview of UBL helpline
1.2. Importance of customer service
1.3. Purpose of the blog
2. Services Provided
2.1. Assistance with account management
2.2. Resolving banking queries
2.3. Reporting lost or stolen cards
3. How to Contact
3.1. Phone numbers for helpline
3.2. Email support options
3.3. Live chat availability
4. Customer Feedback
4.1. Importance of feedback
4.2. Ways to provide feedback
1. Introduction
Therefore, here we come in. Unofficial ubl helpline blog would then make sure to post the issues ubl customers are facing in reality despite waiting for long to talk to UBL helpline people. The question is, why would bank people pay attention to an unofficial blog?
The question is indeed quite significant. Reality is UBL helpline division monitors the web and responds to real users' issues to provide them resolution. If they don’t, customers will start to feel it and will move to a better bank. Why wouldn’t they?
There are plenty of other options. Ask anyone in pakistan, and there would be one person in a family who has had a bad banking experience with UBL (United Bank Limited, Pakistan).
Welcome to our unofficial UBL (United Bank Limited) helpline blog. UBL or united bank limited is an excellent bank operating in Pakistan. It has a well-developed corporate banking department and can be an excellent choice for setting up loans, credit cards, internet banking, corporate cards, and an overall excellent user experience.
So the question arises, why write a blog for UBL helpline when their official UBL Helpline number is 111-825-888 (UAN)? One can always call them, and their call center people would be more than willing to help them out. But reality is somewhat different.
People, call centers have multiple issues such as long waiting time, lack of expert support people who know real stuff, and at times, actually most of the time, the customer service fails during a surge of customer calls, for which UBL helpline is very much famous.
1.1. Overview of UBL helpline
UBL helpline follows a three-tier quality of services model to categorize the complaints into high, medium, and low priority. Based on the prioritization, the complaints are monitored and reviewed periodically by the senior management to ensure the resolution within time.
The complaints are resolved by the respective Circle Quality Coordinators, Area Coordinators, Concern Departments, and Regional Contact Centers, within the stipulated timeline. Customers’ queries are resolved through these call centers too as per the respective templates.
Further, training programs are conducted for the call center staff to keep them updated on the various policies, procedures, and about the regulations/directives issued by the state bank of Pakistan, the supervising entity mandatory to adhere to.
ensures that a consistent service level is maintained towards the customers and that the staff training translates into enhanced customer satisfaction.
UBL helpline is a facility provided by UBL for its customers to lodge their complaints or any other queries. The customers can avail this facility 24/7. They need only to dial UBL helpline number, wait for an operator to pick up the call and lodge the complaint when connected to the line.
A unique complaint number is provided to the customer on successful lodgment of the complaint by the operator. This number is used by the customers for tracking the status of their complaints, for lodging escalation, and for sending feedback on giving resolution to the complaint(s). The customers are given feedback on the resolution of their complaint(s).
1.2. Importance of customer service
Customer service has gone a long way, from the days when the relationship with the supplier was face-to-face and everyone knew each other by name, to the current globalised market where they have to fight to obtain the preference of an only client.
Nowadays, traditional business management implies improving public image and clients’ treatment. Failing to provide customers with any of this will convert them into the worst enemy, since their dissatisfaction can mean giving a poor imagery.
The success in achieving customer satisfaction resides in a perfect mix of factors that combine, generating a unique feeling that we call experience. Hence, what once was not considered a competitive advantage has gradually become the main factor in the commercial battle in which we now live.
Given the many challenges any company goes through in its attempt to outstand in a highly competitive global world, a strategic position and systematic management of customer service becomes an increasingly important goal.
Customer service is an organisation’s ability to provide quality and value in products and services that customers really want, communication and customer acquisition systems and successful retention of profitable loyal customers.
Proficient customer service reduces client’s problems making them feel at ease. It is not just about buying goods or services, but also meeting customers’ cheat satisfaction.
Clients are the only reason any business can be successful and the way in which customer service is approached in any organization can actually make the difference between surviving and disappearing in the market.
1.3. Purpose of the blog
The blog would also serve as a medium to which the videos and infographics created by the UBL Helpline team would be posted. It’s the way to question your government and demand accountability. UBL Helpline is to engage with budget decisions as citizens.
Submissions for the blog can be written, audio, video, or infographics and may exceed usual word constraints. Texts (preferably in PDF format) should be mailed to ubl helpline at gmail dot com as attachments, and audio and video over google drive links.
Submissions will be reviewed for relevance, writing quality, and factual accuracy. Participants are urged to avoid plagiarism, inflammatory language, and sedition.
The purpose of the blog is to engage citizens around current political issues in the Union Budget. The blog aims to go beyond the debate and provide tools with which citizens can engage with the budget.
The blog would also showcase some technical innovations that the UBL Helpline team is exploring, such as natural language parsing of budget text, to allow for more user-friendly access to policy issues.
2. Services Provided
For all your Zakat donations UBL has got a Quick Bill Payment option for you. So contribute generously through UBL Slipless Banking. UBL helpline is operational 24/7 with limited staff, and welcomes your valuable queries, feedback or complaints. We're with you every step of the way. Because your security is our top priority.
Keeping you connected during lock down. Let UBL serve you 24/7 via our digital banking platforms. Stay safe! Stay connected! We are only a call away. Use UBL Omni as part of your everyday lifestyle, and be worry free in these uncertain and challenging times.
We will keep your digital activities up to date. Stay connected to your money with UBL 24/7 from the comfort of your home, call UBL helpline, use your favorite social media platform or our digital banking solutions.
Tweets: As per Govt directives UBL helpline is operational with limited staff. For emergency banking services, call on helpline numbers provided. UBL branch timings during government announced stringent policies will be 10AM to 1.30 PM.
Thanks for your cooperation. Have a safe month. Your health & safety is our priority. UBL networks allow you to relax and enjoy your lockdown shopping. Sit back and let UBL do the work! 80+ networks to give you a top-up experience.
UBL drop boxes are here to make your life easy. Now 080+ drop boxes located within UBL network, making you just a walk away from drop deposit.
2.1. Assistance with account management
If you have forgotten your User ID, you can call the UBL Help line, where the Customer Service Officer can help you recover your User ID. If you have forgotten your Environment Password, the Customer Service Officer can also help you.
The Employees will not ask for the internet password and only need the last two digits and - if possible - the expiry month of the debit card. If you have forgotten your Internet Password and have never used tokens, you will need to contact your bank branch to unblock it.
In the event that you have forgotten the user ID, the expiry date of the internet password and - if possible - the last two digits of the debit card number, it is easier to register on the branch online. Be sure to use Internet Explorer or Safari as a browser.
The UBL Help line provides assistance with opening and logging in to your Internet Banking account. Answers to the most frequently asked questions regarding payments, personal details and Internet Banking can be found right away via the menu.
If you cannot log in to your account or experience another problem, you can speak to one of the Customer Service Representatives. You can reach them by phone, e-mail, or chat. In any form of communication with UBL, the employees need certain data to access your details and offer assistance.
It is therefore important that you provide us with the following information right from the start: 1 - surname + initials, 2 - zip code, 3 - date of birth, 4 - telephone number and (if applicable) e-mail address, 5 - Relax Credit Card (if applicable) or debit card number (without spaces or dashes and preceded by 555938******456789 or 526731******123456) or UBL Gemeentepakk account number, 6 - internet password.
2.2. Resolving banking queries
Being in the service industry, customer satisfaction is always a priority, which is why the bank has continuously strived to come up with innovative and instant solutions to suit every customer’s personal banking needs.
This initiative is designed to boost the bank’s commitment to providing the best in customer service. Today’s customers are savvy, intelligent and recognize that their voice can be heard. This customer revolution is the force that drives the UBL Helpline.
Customers today prefer customer-centric organizations because they can offer a more personalized approach. The UBL Helpline strives to create this platform to utilize social media to the advantage of the bank and their customers.
The United Bank Limited (UBL) has always been at the forefront of introducing products and services that facilitate its customers in every possible manner. A recent example of this quality is the launch of the UBL Helpline, using a blog to provide information to the customers. Response to the UBL Helpline blog was outstanding.
Used as a frequently asked question platform, the blog has given customers quick answers to banking queries. The UBL Helpline is perhaps the world’s first official blog where customers post their queries, and within 48 hours they are answered. The blog was very well received and continues to serve as an excellent forum for query-solutions and customer interaction.
The positive responses inspired the team to rejuvenate and work towards an improved Helpline blog, where users would feel comfortable and satisfied with the results, the response time and the user interactivity of the UBL Helpline blog.
2.3. Reporting lost or stolen cards
In case you have to inform UBL about lost or stolen wallet/purse, keys or other confidential items immediately, you can directly contact UBL Customer Care at 111.825.888 for assistance in support of emergency needs.
As long as reports are timely been initiated of lost such items which are stipulated above, UBL provides the option the customer to avail a higher level of customer care service with the bank’s consent. Customer must fulfill the stipulating verification details asked by the bank.
If you lose your UBL cards or if it is stolen, you can report it immediately 24/7 by using UBL Contact Centre, by visiting any of UBL branches, by calling at UBL’s 24-hour phone banking service and also reporting it via Internet Banking.
To report it using UBL Contact Centre just call free at 111.825.888 and your UBL Contact Centre executive will ask some verification questions and also they will record all the lost and stolen details. Once UBL cancels your card this will be replaced immediately and no extra charges for your replacement
3. How to Contact
UBL helpline is committed to providing efficient, prompt, objective, timely, confidential, and satisfactory services to the citizen at the highest standard of quality.
The professionals are obliged to observe and abide by the best practices to be adhered to by the professionals working at UBL helpline and strict compliance with the code of behavior as a fundamental value and culture of UBL helpline.
UBL helpline shall be meeting and exceeding the customer satisfaction bar to be maintained at the highest of the standard across the professionalism. It also depends on the nature of information provided, honesty, helpfulness, quality, and unbiased feedback, convenience in accessibility to users round the clock.
To provide accurate information and knowledgeable services in an efficient manner, there must be standards for guiding those services and quality should be defined. UBL is committed to providing standardized service through the helpline in respect of Quality, Objectivity, Prompt Response, Confidentiality, and Timely Information & Feedback to clients.
Customer satisfaction is the base of any business and that satisfaction has to be consistent and durable; therefore, UBL helpline will be ceasing operation at the highest quality standard efficiently and cost-effectively.
Telephonic helpline is free of cost provided and it shall remain open 24/7, 365 days. Any citizen can make a call from his/her own number to the helpline 042-111-00-00-45 and file a complaint or tip on the presence of any contraband item.
They may not disclose their names. The callers will be informed about UBL helpline when they will use UAN helpline for complaint registration.
3.1. Phone numbers for helpline
General Information of Uva Wellassa University, The following provides details on useful mobile phone numbers of all units and hotel service provided by each. These numbers can be useful for internal and external users such as students, administrative staff and parents.
The given numbers are general numbers that can be accessed easily.pplication link : To access this service download the Izzy X mobile for further details contact Dr. P. R. R. U. Pradeep (Deputy chief Student Counsellor) Phone 0777084298 Study interruption Due to illness or accident:
Medical advice will be on the specific office hours as per the doctors visit schedule (Wednesday between 2.00 4.45 p.m.) by Health Inspector working at Uva Wellassa University.
Doctors Health and advice Available during business hours (03-5039481, 03-3581043, 03-3586683, 03-5039315, 03-3586681, 03-3586680)DescriptionThere is always a qualified doctor available to advice on health, sickness, minor accidents/ illnesses, or to interpret health related literature at Hackle resorts, Ratnapura where students can access during the office hours.
(Monday to Friday from 8.30 am to 4.15 pm)Note : For any growing pain, fever, any unusual health occurrence, medical advice should not be sought on the webpage.
3.2. Email support options
For efficient relations, customers need to be treated well and their queries attended by well-trained professional staff. Customer support have tried to better the quality of their customer query services and in 2007 have seen the introduction of email support, of which the vision was taken from various different customer support.
UBL Contact center was providing email support to the consumer segment only, and currently received within a month. During review of 11th June 2011, it was noted that still email support has been introduced for the consumer segment only and the facility is functional for the past 6 months.
There is no mention of the facility on the official bank UBL, but it was known that customers have been sent electronic mails promoting the same, urging customers in order to avail of the facility.
The email support system at UBL has not been successful to reach its target and as compared to a considerable volume of consumer segment electronic mails received over the period of review, there were no emails received from the customer segment.
There is no dedicated email id for the customer and corporate segment, and customers may be reluctant in sending their emails to just a generalized address. UBL has introduced email support for only consumer segment and solely promote the channel via bulk emails.
UBL offers various support options for its customers which includes in-person branch support, UBL contact center, email support, Customer Facilitation Centre, UBL chat, and Complaint and Feedback.
Email support is a contribution to the improvement of support of UBL helpline for customers and is a part of UBL official web self-service tool, and it is linked to UBL customer support service.
3.3. Live chat availability
First of all, we have decided to focus on only one thing: the chat. Not on the other quite many tasks I and the chat crew have. This was as clear as iron hard floating diamond in May since I was alone with UBL and had just declined taking over the ordering activity.
Otherwise, I would never ever have realized the importance of a clear focus and had the chance of neatifying our studies. Answering questions in the order tool, trying to find a book in the four languages different than Swedish, English, French, and German without having any international experience, doing the chat, answering to e-mails, chats, and phone to the library (we call this a loan).
For stopping after closing time had occurred. And then, reflecting about how it would be possible to live up to the challenge in front of me working in a library during seven months. On my own with UBL. And the kind chats that like to sing, write poetry and do practical improvised things. Like Kathie in Umeå.
This is a blog about the helpline in GemCare at Umeå University Library (UBL). Here you may follow the work of the staff, feel the atmosphere and experience the challenges and joys of having an important Point of Service at a library.
Some of us have been writing in English again (and most of us will soon). As promised, it is my pleasure to give you an article about one of the liberal enhancements in the library Point of Service - live chat. Yes, we have had live chat since 1st of May and here are some peculiar things we have done with it. Me together with the customers.
And our brilliant chat team with people that really are so much fun to work with and so incredibly competent.
4. Customer Feedback
An important example of customer feedback tool is the LIVE CHAT feature where a customer can chat online with a UBL customer service representative. The LIVE CHAT channel represents the commitment of UBL to offer an additional channel for resolution of customer queries.
Customers can resolve general product and service inquiries and, in particular, Running Account, Debit Card, Internet Banking and Branch related matters through the LIVE CHAT channel.
Additionally, the feature is also considered as another listening tool to understand the pulse of the customers. Based on the feedback on LIVE CHAT, the team can develop suitable strategies for improvement and achieve greater reliability through this medium.
At UBL, we value customer feedback. It is this feedback which helps us understand and improve the quality of products and services we offer to customers. In fact, the UBL Nasir Jamal Call Centre has a system in place to document and record customer complaints and suggestions.
For the website, we have a tool named ‘resolution suite’ acts as a monitoring mechanism for customer feedback. The objective of this tool is to assist our website team to monitor and ensure that customer complaints/suggestions are resolved within agreed upon timeframes.
Our response to customer feedback shows that we listen and involve our customers in decision-making and this quality itself adds value to us.
4.1. Importance of feedback
The importance of feedback for the individual is to know what level the person is and what he/she wanted to do and the viewpoint of the person they meet. If we are going to help someone, we should understand what he/she needs and we should be able to come up with the right solutions.
As the well citizen of the nation, they should know information and update what is happening among in their nation. Feedback is important whether you are satisfied or dissatisfied with the quality of service given.
Feedback helps us to find what our strengths and weaknesses. If we are going to help someone, we should understand what he/she needs and we should be able to come up with the right solutions.
As the well citizen of the nation, they should know information and update what is happening in their nation. Feedback is important whether you are satisfied or dissatisfied with the quality of service given. Feedback helps us to find what our strengths and weaknesses.
Feedback is exploring what can be said or created so it is understood and criticized and people should give their response to what they listened to, watched, or learned and get others’ attention.
It’s reviewing and getting about the performance and rate the service that is being given to the customers and the public. Especially this feedback is giving through the helpline center.
The response to feedback is responding to a question to give more details and to show what you are thinking and feeling from what you have heard. The importance of the helpline center is as important for individual and organization.
4.2. Ways to provide feedback
Intention: Why did you choose “inilia”? If Student typed response = " or “T” or "A+letter or number": The system types “Unpredictable response. Please type, 'I don’t know'.” If student typed response "I don’t know": System types “The correct initialism for the treble clef is 'G'.” If student typed response is "I" or "J" or "F" or “H” or any other incorrect initialism: the system reminds "The initialism of treble clef note is 'G'."
Computerized tutoring systems can provide feedback to students in several ways. Some systems employ a model-tracing approach in which the tutor watches the student’s actions and compares them to a hypothesis of how the underlying cognitive algorithm works.
In contrast to model-tracing systems, many tutoring systems use rules for solving and dependency links between the antecedent conditions of a rule and its consequent actions. When students perform an action that triggers a rule, the tutor provides feedback.
When see that the student interprets "find" as a directive to perform a search and presents "inilia" as a result, the tutor provides interpretation feedback represented in the form of a question, "Why did you choose 'inilia'?" If there is not a match on the intended initialism, the system provides the student with solution feedback represented in the form of direct guidance.
July 20, 2024, 05:38 am