“The human factor is extremely important”
“We are a team of good people who believe that a country tool is needed.” This is how Xevi Esteve, head of customer service at 11Onze, summed up the tireless work done by the agents to serve the entire community. In the magazine L’Estat de la Nació, Esteve also explained how the new ‘11Onze at home’ service works.
“We wanted to combine the advantage of technology with the human factor. Because the human factor is extremely important. In Catalonia, we have the tradition of the savings banks, but over the years this has been lost. And we wanted to give it a human face,” explained the head of customer service at 11Onze. Thus, in addition to the personalised attention provided by agents 24/7 by chat or telephone, video calls are now being incorporated through ‘11Onze at home’.
In fact, Esteve explained that the idea arose when 11Onze realised how, with the pandemic, many people have become accustomed to using video calls, which allows for a “more sincere interaction.” So, after making an appointment, on the agreed day and time, people will talk to an agent for between 20 minutes and half an hour to resolve all their doubts. The agents’ aim, it is clear, is also to provide financial services in Catalan and to serve the country. “We are a team of good people who believe that we need a tool for the country,” he said.
A necessary process
Esteve has detailed that the first doubts have been mainly related to the verification process of the application, El Canut. However, the difficulties are due to the desire to ensure that all the customer’s private data is highly protected. “We ask for patience from our customers. People are just starting to get started with the application and it is true that we have received complaints, because the process is hard. But for us technological security is paramount. So, yes, we know it’s hard, but it’s in everyone’s interest,” he argues.
Even so, in general, the 11Onze customer service manager is encouraged by the reception El Canut has had among customers and the good predisposition. “We detected that people are angry with the banks and now, with 11Onze, they feel a little more hopeful. And we would like to run faster. But we have to play it safe,” Esteve sums up. The challenge now is for the two legs of the fincom, the fintech and the community, to grow at the same pace, slowly but surely.
11Onze is becoming a phenomenon as the first Fintech community in Catalonia. Now, it releases the first version of El Canut, the super app of 11Onze, for Android and Apple. El Canut, the first universal account can be opened in Catalan territory.
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