Access Bank introduces first-ever video contact center to enhance customer experience

Access Bank Ghana has revolutionized banking in Ghana with the introduction of its Video Contact Center (VCC). The innovation, which is the first of its kind in the country, will provide a personal touch to customer inquiries and complaints outside of the banking halls.

Speaking about the game-changing technology, Executive Director of Retail and Digital Banking, Pearl Nkrumah said the bank’s conviction that financial services should be accessible, personal, and efficient was the driving force behind the innovation.

“At Access Bank, our customers are at the heart of everything we do. We view technology as a powerful tool to elevate the customer experience. The inception of our Video Contact Centre came from recognizing our customers’ need for personalization, ease, and convenience. This innovative service is designed to reduce branch queues and significantly cut down the time customers spend in our branches, offering a seamless and efficient banking experience.” she said.

She further assured that “as Access Bank (Ghana) PLC celebrates its 15^th anniversary, we are reaffirming our commitment to excellent, superior customer experience because we are because you are.”

The Video Contact Centre, which has been running for the last two months, will allow customers to connect with bank representatives face-to-face from the comfort of their homes or offices. Whether it is opening a new account, applying for a loan, or seeking financial advice, everything can be done through a secure video call. The service is available 24/7, ensuring that help is always a click away, putting a human face to customer service delivery in Ghana.

Head of Customer Experience Management at Access Bank (Ghana) PLC, Yaa Amankwaa Pokoo explained that “our Video Contact Center (VCC) is revolutionary. It’s not just about solving problems-it’s also about building relationships, providing personalized support, and delivering an experience that is as close to in-person as possible”.

The introduction of the Video Contact Center is part of innovations anchored on a promise to continue leading the way in innovation to serve customers with exceptional quality.

Access Bank (Ghana) Plc, over the past 15 years, has demonstrated an unwavering commitment to understanding its customers’ needs, consistently delivering exceptional service, and empowering individuals and businesses alike. With a focus on financial education, innovation and customer service excellence, Access Bank has become a trusted partner in supporting customers achieve their financial goals, driving sustainable growth, and fostering a prosperous community.

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