Page 125 - Bank Muamalat_AR24

ANNUAL REPORT 2024 1 2 3 4 5 Sustainability Statement 6 7 8 123

Phone Calls

Based on the average monthly call received at Contact Centre, there is a decrease of 32.20% in FY2024 compared to the
previous year. The Bank achieved an effective abandonment call rate of 9.26%.

FY2023
Category (period ended FY2024 Variance
31 December 2023)
Total Calls 791,107 536,335 -32.20%

Total Answered Calls 448,011 442,324 -1.27%
% Answered Calls 56.63% 82.47% +25.84%

The top 3 categories of calls were Internet Banking (38%), Product & General (22%), and Financing Application (11%). A high
volume of calls were due to issues relating to online banking, unauthorised debit card transactions, and an increase in the number
of internet banking users, as well as an increase in the number of calls pertaining to financing assistance inquiries.

FY2023
Category (period ended FY2024 Variance
31 December 2023)
Internet Banking 314,950 204,055 -35.21%
Product and General 290,582 117,191 -59.67%
Financing Application 74,426 59,900 -19.52%

Calls received on Internet Banking FY2024 decreased by 35.21% as compared to FY2023. Product and General enquiries
had also decreased by 59.67%, and Financing Application issues decreased by 19.52% compared to FY2023.