KB prezent. angl - Komerční banka

022 ➔023
Report of the Board of Directors
Direct banking
In the past year, KB’s direct banking experienced quite a few successes and changes. The number of direct banking clients
surged by 65% on 2002 to stand at 647 thousand clients, representing almost half of KB’s clients. KB Expresní linka, the
phone banking service, was being used at the end of the year by 454 thousand clients, i.e. 66% more than in 2002. This yearon-year
increase is the highest in the whole history of phone banking. The number of users of the Internet banking service
mojebanka escalated by 102% to 147 thousand and the number of profibanka PC banking users rose to 21 thousand,
representing a 14% increase. The total share of direct banking in payments made through the Bank increased to 45%; for
foreign payments the share was 70%.
Many changes were registered in phone banking. Komerční banka introduced an IVR system to its KB Expresní linka services,
allowing clients to use certain new services, e.g. information on transaction history or identification via a mobile phone
number. This system has helped make the service more efficient and has simplified customer access to the most requested
services, such as account balance or transaction history. The IVR system was also implemented on the KB Info Line,
substantially expanding automated services and allowing for the improved use of human resources within the Call Centre.
During the year, an Info Line in English was also launched.
The range of Internet banking services and products was also broadened. For example, KB customers can now receive SMS or
e-mail notification of their daily balance, payments, every payment made via a payment card, or every ATM withdrawal, and
they can use payment order master forms so that they do not have to keep re-entering recurring data. A new service “I am
interested in…” was introduced, where clients can order products such as a payment card or a consumer loan in the cope of
mojebanka Internet banking.
Komerční banka also entered into co-operation with the General Health Insurance Company (VZP), allowing the use of the KB
personal certificate as a part of the mojebanka and profibanka direct banking services to access the VZP electronic healthcare portal.
The principle of the multi-channel approach culminated in 2003 with the launch of the Kontakt application, allowing business
data to be shared between the branch network and the Call Centre.