日期： 2008-08-26
新闻主题： 消费指南
新闻来源: 北美中文网 WWW.WESTCA.COM
【多伦多讯】为确保来自不同背景的加拿大人，能以他们喜欢採用的语言去处理自己的财务事宜，加拿大皇家银行（RBC）现正推出一项多种语言电话服务，用150多种语言为客户提供协助。
RBC这项崭新的多种语言电话服务，是由一个超逾2,600位专门传译员组成的网络，协助处理客户对一些日常基本理财服务的查询，例如开设账户、缴付账单 或索取外滙资讯等。顾客只需致电一个号码1-800-ROYAL 1-1，便可使用RBC的代理人协办服务，并於数分鐘内，透过三方保密电话会议，与传译员进行对话，非常方便。
RBC多元文化市场总监Mark Whitmell表示：「一直以来，我们都不断寻求一些更为简便的方法，令客户与我们之间的业务往来变得更加轻鬆容易。现在，有了这项多种语言电话服务， 不同背景的顾客便可以按照自己的语言致电查询。此举是要让我们的客户可以用自己选择的语言来进行沟通，从而使他们感到备受欢迎，舒心愜意和充满信心。」
该服务自四月推出以来，虽然只是透过口头推广，每月已平均接听了500个电话，而当中最常要求提供传译的语言是西班牙语，紧随其后的依次为俄语、越南语、 普通话及韩语。事实上，RBC早已特别设立华语客户电话专线1 888 ROYAL 9-8，为客户提供粤语和普通话服务，每月收到的电话查询更超过20,000个。今次推出的这项全新服务，则可发挥补足作用，使服务更为全面化。此 外，RBC优惠证券（RBC Direct Investing）亦有提供粤语和普通话的电话买卖和客户服务，电话号码为1-800-667-8668。
有关上述及其他为新移民而设的服务，详见於RBC特为加拿大新移民重新设计的网站www.rbc.com/canada，该网站备有英文、法文及简体中文 版本，每月瀏览者逾70,000人次。这个网站早在2005年开始推出，目的是要为新移民提供量身订做的相关资讯，让他们在过渡到加拿大的每个阶段：由抵 埗之前，到安顿下来，以至为将来筹划，都有信心为自己作出各项财务抉择。
这个全新设计的其中一项特色，是顾客现在可於约主网页maps.rbc.com找到一间有三位或以上僱员，与他们操同样语言的分行。此外，加拿大新移民更 可瀏览findingyourhome.ca，输入他们心仪社区的邮政编码，从而比较不同社区的一些主要资料，例如区内族裔组合、平均房屋价格、居民平均 收入、学校和医院名单，以及所提供的社区服务。
本月，RBC 亦透过其分行及网站，为新移民提供以14种不同语言撰写的资料，从新移民的角度，介绍多项加国理财產品和服务。据Whitmell解释，RBC在过往几年已从新改革，通过引入专为协助新移民过渡新生活而设的各种不同產品和服务，与新移民建立更良好的关係。
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RBC now offering telephone service in any language
More than 2,600 translators standing by round-the-clock
TORONTO, August 25, 2008 — To help ensure that Canadians from diverse backgrounds can address their financial affairs in their preferred language, RBC is offering a multi-language telephone service that can assist clients in more than 150 languages.
RBC's new multi-language telephone service makes available a network of more than 2,600 specialized interpreters to help with day-to-day basic banking inquiries such as opening an account, paying bills or requesting foreign exchange information. Customers call one convenient number at 1-800-ROYAL 1-1 to access the RBC agent-assisted service, and within minutes can be chatting with an interpreter via a three-way confidential conference call.
"We're always looking for ways to make it easier for customers to do business with us," said Mark Whitmell, director, Cultural Markets. "Now with a multi-language telephone service, customers of diverse backgrounds can make the call on their terms. This is really about helping our customers feel welcome, comfortable and confident by enabling communication in a language of their choosing."
Through word-of-mouth alone, the service introduced in April has been averaging about 500 calls per month, with the most common language requested being Spanish, followed by Russian, Vietnamese, Mandarin and Korean. This new service complements RBC's dedicated phone line (1 888 ROYAL 9-8) set up for Chinese speaking clients, which offers service in Cantonese and Mandarin and fields more than 20,000 calls per month. RBC Direct Investing also offers telephone trading and customer service in Cantonese and Mandarin at 1 800-667-8668.
These and other services for newcomers are featured on RBC's newly redesigned website dedicated to new Canadians (www.rbc.com/canada), which is available in English, French and simplified Chinese and receives more than 70,000 visitors a month. The site, first launched in 2005, provides newcomers with relevant and tailored information to give them the confidence they need to make financial decisions at every stage of their transition to Canada - before they arrive, as they get settled and as they plan for their future.
As part of this new redesign, customers can now locate a branch where three or more people speak their language at maps.rbc.com. In addition, by visiting findingyourhome.ca, new Canadians can insert the postal code of their desired neighborhoods and compare locations based on a number of key criteria, such as the cultural composition of the area, the average housing price, average income of residents, as well as available schools, services and hospitals.
This month the bank also released through its branches and website new step-by-step fact sheets in 14 languages, introducing Canadian products and services from the perspective of a newcomer. RBC has been reinventing itself over the past few years to better connect with new immigrants by introducing a variety of products and services designed to help newcomers transition, explained Whitmell.
