2012 Annual Report - Ixe

Informe Anual 2010
Annual Report 2012
As part of the institution’s interest in increasing banking service
penetration, around 400 MiFon accounts linked to a cellular
phone were activated in the community of Santiago Nuyoó,
Oaxaca, with 2,100 inhabitants located 240 kilometers from
the state capital.
This is the first indigenous community where Banorte, along
with Telecomunicaciones de México, implemented transfer
transactions between MiFon accounts and balance inquiries
through a cellular phone network and the mobile payments
system. Informational material was prepared for this community
in the Mixteco language.
Online Banking
At the end of 2012 more than 1.3 million customers had access
to Banorte through the Internet or Ixenet, conducting around
613 million on-line transactions in a socially responsible way
and thus contributing to protecting the environment.
Mobile Banking
More than 136 thousand
customers used the Mobile
Banking service. More than
10 million transactions,
more than double those in 2011.
In 2012 Banorte Móvil provided a global, efficient, secure and
sustainable solution to a broad segment of our clients, as its
platform is compatible with all cellular phone companies in
Mexico.
During the first quarter of 2012 developments were presented
for the further roll-out of the channel, such as the launch of the
cellular token which enables users to generate their security
codes directly in their cell phone without having to use their
physical token.
By the end of 2012, customers were able to request the Banorte
Móvil service by calling the Contact Center without having to
visit a branch.
Contact Center
One of 2012’s biggest events was the inauguration of the Roberto
González Barrera Contact Center. This Center represents an
interactive channel that places GFNorte at the forefront in terms
of meeting our customers’ financial service needs. Likewise, the
creation of this new infrastructure has made Grupo Financiero
Banorte one of the biggest employers in Monterrey generating
1,700 direct jobs.
During 2012 the Center had more than 41.2 million incoming
calls and made 18.6 outgoing calls, improving efficiency and
quality of care indicators compared to 2011.
In 2013 we will continue with the project to include all of the
Group’s Contact Centers in a single building; we also have
embarked on the second stage of the transformation project
to incorporate our world class operation processes focusing
on customers and their needs.
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