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Call Center

 

arrow_ttleft.jpg The Call Canter

Is considered one of the bank's key communication channels with customers, and can be reached 24/7 via the hotline 19888, at the same rate as an ordinary phone call.


 

Services Provided by the Call Canter:

 

First: Services through which call center agents respond to your queries:


 

  • VIP customer services
  • Dawli customer service
  • Inquiries regarding all Bank products and services (cards, certificates, loans, transfers, etc.)
  • Inquiries regarding balances and account transactions (current, savings, Youm Bi Youm account)
  • Inquiries regarding remittances and transfers sent to the account
  • Inquiries regarding branch locations, working hours and Bank ATMs
  • Receiving customer suggestions and considering their implementation
  • Receiving customer complaints / requests – whether regarding products or services – and responding to these as per pre-set deadlines.
  • Canceling wrong PIN entry attempts for all types of cards
  • Canceling wrong PIN entry attempts for the internet banking service
  • Card activation (credit cards, salary cards)
  • Creating or changing credit card PIN
  • Card stoppage in case of theft or loss
  • Sending the card transaction statement (credit card, Visa net)
  • Registering requests for setting up the IVR service
  • Amending customer data and accounts on the IVR service – adding, deleting, modifying
  • Allowing the use of direct pre-paid debit cards – credit – for use abroad

 

Second: IVR Banking Service


 

This is a free service, considered one of the most important services rendered by the call center to BM customers


 

How to subscribe to the IVR voice service

Contact the call center on 19888 to get the voice service identification number and enjoy the benefits of the free voice service


 

Steps to activate the subscription to the IVR voice service

  • Call the call center on 19888
  • Choose the language "For Arabic press number (1) for English press number (2)
  • Press number (1) for individual services
  • Press number (1) for voice service services
  • Enter the Voice Service Identification Number followed by the (#) sign.
  • Enter the 14 digits of your national ID
  • Enter the activation code sent to you in a text message on the phone number registered in the bank and used for one time only OTP
  • Enter a 4 digit password from your choice
  • Re-enter the 4-digit password


 

Services not requiring an IVR number (without service subscription)


 

  • Knowing the IBAN no.
  • Activating direct debit cards
  • Activating Prepaid Cards
  • Activating Payroll Cards

 

Services provided through the customer’s IVR no. (with service subscription)


 

  • You can now activate the IVR banking service yourself and enjoy the following services:
  • Inquire about account balances and the last 5 transactions on the account (current, savings, Youm Bi Youm).
  • Transfer between customer’s accounts
  • Inquire about credit card payments and the last 5 credit card transactions
  • Pay credit card debts from the customer’s account
  • Request a statement (for current and savings account) and send the same to the customer via mail, fax or electronic mail (as requested by the customer).
  • Request a statement (for credit card) and send the same to the customer via mail, fax or electronic mail (as requested by the customer).
  • Request a cheque book, to be received from the account branch
  • Change the PIN of the IVR service


 


 

arrow_ttleft.jpg Interactive Voice Response Service ( IVR ) Map