{"id":21629,"date":"2021-11-22T12:55:00","date_gmt":"2021-11-22T11:55:00","guid":{"rendered":"https:\/\/www.11onze.cat\/?p=21629"},"modified":"2021-11-22T15:04:32","modified_gmt":"2021-11-22T14:04:32","slug":"human-factor-extremely-important","status":"publish","type":"post","link":"https:\/\/www.11onze.cat\/en\/magazine\/human-factor-extremely-important\/","title":{"rendered":"\u201cThe human factor is extremely important\u201d"},"content":{"rendered":"<div class=\"component text\">\n  <div class=\"container\">\n\n\n    <div class=\"row\">\n      <div class=\"col  col-lg-8  offset-lg-2\">\n        <h3><b>\u201cWe are a team of good people who believe that a country tool is needed.\u201d 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\u2019Estat de la Naci\u00f3, Esteve also explained how the new \u201811Onze at home\u2019 service works.<\/b><\/h3>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">\u201cWe wanted to combine the advantage of technology with the human factor. Because the human factor is extremely important.<\/span><b> 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<\/b><span style=\"font-weight: 400;\">,\u201d 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 <\/span><a href=\"https:\/\/www.11onze.cat\/en\/magazine\/new-service-launching-11onze-at-home\/\"><span style=\"font-weight: 400;\">\u201811Onze at home\u2019<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">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 \u201cmore sincere interaction.\u201d So, after making an <\/span><a href=\"https:\/\/amics.11onze.cat\/11onzecasa\"><span style=\"font-weight: 400;\">appointment<\/span><\/a><span style=\"font-weight: 400;\">, on the agreed day and time, <\/span><b>people will talk to an agent for between 20 minutes and half an hour <\/b><span style=\"font-weight: 400;\">to resolve all their doubts. The agents\u2019 aim, it is clear, is also to provide financial services in Catalan and to serve the country. \u201cWe are a team of good people who believe that we need a tool for the country,\u201d he said.<\/span><\/p>\n\n      <\/div>\n    <\/div>\n  <\/div>\n<\/div>\n\n\n<div class=\"component gallery\">\n  <div class=\"container\">\n    <div class=\"row\">\n      <div class=\"col col-lg-10 offset-lg-1\">\n        <div id=\"slider\" class=\"carousel slide\">\n          <div class=\"carousel-inner\">\n            <div class=\"carousel-item active video-player inline-player\" data-video-id=\"6282812264001\">\n              <img decoding=\"async\" class=\"d-block w-100\" src=\"https:\/\/www.11onze.cat\/wp-content\/uploads\/2021\/11\/THUMBNAIL_ESTAT_NACIO_42_XEVI.jpg\" alt=\"\">\n              <button type=\"button\" class=\"play\"><\/button>\n              <div class=\"carousel-caption\">\n                <p>\u201cThe human factor for 11Onze is very important\u201d<\/p>\n              <\/div>\n            <\/div>\n          <\/div>\n        <\/div>\n      <\/div>\n    <\/div>\n  <\/div>\n<\/div>\n\n<div class=\"component text\">\n  <div class=\"container\">\n\n\n    <div class=\"row\">\n      <div class=\"col  col-lg-8  offset-lg-2\">\n        <h3><b>A necessary process<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">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\u2019s private data is highly protected. \u201cWe 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 <\/span><b>the process is hard. But for us technological security is paramount<\/b><span style=\"font-weight: 400;\">. So, yes, we know it\u2019s hard, but it\u2019s in everyone\u2019s interest,\u201d he argues.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Even so, in general, the 11Onze customer service manager is encouraged by the reception El Canut has had among customers and the good predisposition. \u201c<\/span><b>We detected that people are angry with the banks and now, with 11Onze, they feel a little more hopeful<\/b><span style=\"font-weight: 400;\">. And we would like to run faster. But we have to play it safe,\u201d 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.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><b>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 <\/b><a href=\"https:\/\/bit.ly\/2YlbZAf\"><b>Android<\/b><\/a><b> and <\/b><a href=\"https:\/\/bit.ly\/Onze-IOS\"><b>Apple<\/b><\/a><b>. El Canut, the first universal account can be opened in Catalan territory.<\/b><\/p>\n\n      <\/div>\n    <\/div>\n  <\/div>\n<\/div>\n\n\n<div class=\"component cards\">\n  <div class=\"container\">\n    <div class=\"row\">\n      <div class=\"col col-xl-8 offset-xl-2\">\n        <h1>If you liked this article, we recommend you read:<\/h1>\n        <div class=\"cards__wrapper\">\n          <div class=\"card\">\n            <a href=\"https:\/\/www.11onze.cat\/en\/magazine\/new-service-launching-11onze-at-home\/\" class=\"card-link\" target=\"_self\"><\/a>\n            <div class=\"card-img\">\n              <img decoding=\"async\" src=\"https:\/\/www.11onze.cat\/wp-content\/uploads\/2021\/11\/Hero_image_11onze_casa-1-800x435.jpg\" class=\"card-img-top\" alt=\"\">\n                <span class=\"card-category\">11Onze<\/span>\n            <\/div>\n            <div class=\"card-body\">\n              <p class=\"card-title p2\"><strong>\u201811Onze at home\u2019<\/strong><\/p>\n              <span class=\"card-time\">3 min read<\/span>\n              <p class=\"card-text small\">Can you imagine your financial institution helping you when you have doubts directly from your<\/p>\n            <\/div>\n          <\/div>\n\n\n          <div class=\"card\">\n            <a href=\"https:\/\/www.11onze.cat\/en\/magazine\/born-digital-support-country\/\" class=\"card-link\" target=\"_self\"><\/a>\n            <div class=\"card-img\">\n              <img decoding=\"async\" src=\"https:\/\/www.11onze.cat\/wp-content\/uploads\/2021\/11\/THUMBNAIL_ESTAT_NACIO_ORIOL-800x436.jpg\" class=\"card-img-top\" alt=\"\">\n                <span class=\"card-category\">11Onze<\/span>\n            <\/div>\n            <div class=\"card-body\">\n              <p class=\"card-title p2\"><strong>\u201cWe are born digital and to support the country\u201d<\/strong><\/p>\n              <span class=\"card-time\">3 min read<\/span>\n              <p class=\"card-text small\">\u201cAny country needs a strong financial institution and we<\/p>\n            <\/div>\n          <\/div>\n\n\n          <div class=\"card\">\n            <a href=\"https:\/\/www.11onze.cat\/en\/magazine\/11onze-pioneers-fincom\/\" class=\"card-link\" target=\"_self\"><\/a>\n            <div class=\"card-img\">\n              <img decoding=\"async\" src=\"https:\/\/www.11onze.cat\/wp-content\/uploads\/2021\/11\/INSTAGRAM_1_PODCAST-800x254.jpg\" class=\"card-img-top\" alt=\"\">\n                <span class=\"card-category\">11Onze<\/span>\n            <\/div>\n            <div class=\"card-body\">\n              <p class=\"card-title p2\"><strong>We are a fincom<\/strong><\/p>\n              <span class=\"card-time\">3 min read<\/span>\n              <p class=\"card-text small\">For months we have been explaining what we are and why we are like this. It all responds to<\/p>\n            <\/div>\n          <\/div>\n\n              <\/div>\n              <br>\n              <br>\n              <div class=\"cards__wrapper\">\n\n        <\/div>\n      <\/div>\n    <\/div>\n  <\/div>\n<\/div>","protected":false},"excerpt":{"rendered":"","protected":false},"author":69,"featured_media":21581,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[1],"tags":[188],"class_list":["post-21629","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","tag-11onze-en"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>\u201cThe human factor is extremely important\u201d - 11ONZE<\/title>\n<meta name=\"description\" content=\"Head of customer service, Xevi Esteve, explains the new \u201811Onze at home\u2019 service in the magazine L&#039;Estat de la Naci\u00f3.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.11onze.cat\/en\/magazine\/human-factor-extremely-important\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"\u201cThe human factor is extremely important\u201d - 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