{"id":6159,"date":"2024-08-01T15:25:53","date_gmt":"2024-08-01T18:25:53","guid":{"rendered":"https:\/\/banrisul.centralesg.com.br\/indicadores\/forma-de-gestao-18\/"},"modified":"2025-09-26T17:27:05","modified_gmt":"2025-09-26T20:27:05","slug":"forma-de-gestao-18","status":"publish","type":"indicador","link":"http:\/\/banrisul.centralesg.com.br\/en\/indicadores\/forma-de-gestao-18\/","title":{"rendered":"Management of material"},"content":{"rendered":"\n<p><strong>3-3 a) Describe the actual and potential, negative and positive impacts on the economy, environment, and people, including impacts on their human rights.<\/strong><\/p>\n\n\n\n<p><strong>3-3 b) Report whether the organization is involved with the negative impacts through its activities or as a result of its business relationships, and describe the activities or business relationships.<\/strong><\/p>\n\n\n\n<p>See the answers to this content in the impact section on the <a href=\"https:\/\/banrisul.centralesg.com.br\/en\/temas-materiais\/?ano_indicador=2023\" target=\"_blank\" rel=\"noreferrer noopener\">material topics<\/a> page.<\/p>\n\n\n\n<p><strong>3-3 c) Describe its policies or commitments regarding the material topic.<\/strong><\/p>\n\n\n\n<p>In the customer area, the Institution has rules for excellent customer service:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>&nbsp;Institutional Manual\/Banrisul\u2019s Customer and User Relations Policy, which consolidates the guidelines, policies, standards and responsibilities that must be observed when conducting business with the Bank&#8217;s customers and users, throughout the entire relationship cycle: before, during and after product and service contracts;<\/li>\n\n\n\n<li>Institutional Manual\/Ombudsman Policy, which defines guidelines and rules for handling customer\/user complaints as a last resort, after all attempts at satisfaction and\/or a definitive solution have been exhausted by the Bank&#8217;s primary service channels.<\/li>\n<\/ul>\n\n\n\n<p><strong>3-3 d) Describe actions taken to manage the topic and related impacts, including:<\/strong><\/p>\n\n\n\n<p><strong>3-3 d) i) actions to prevent or mitigate potential negative impacts;<\/strong><\/p>\n\n\n\n<p>Satisfaction surveys (NPS and CSAT) are the main tools for showing progress in customer relations. In addition to showing goals, targets and indicators, the metrics help to identify points for improvement in the customer experience and influence the Quality of Service Indicator (IQA, in Portuguese).<\/p>\n\n\n\n<p><strong>3-3 d) ii) actions to address actual negative impacts, including actions to provide for or cooperate in their remediation;<\/strong><\/p>\n\n\n\n<p>Banrisul relies on an Ombudsman Office to analyze and seek solutions to customer\/user complaints, as a last resort when the primary service channels do not respond satisfactorily.<\/p>\n\n\n\n<p>When a complaint is deemed valid by BACEN, the Ombudsman Office assigns responsibility to the branches, general management units or Banrisul Group companies.<\/p>\n\n\n\n<p><strong>3-3 d) iii) actions to manage actual and potential positive impacts.<\/strong><\/p>\n\n\n\n<p>Banrisul strives to offer excellent service to its customers, in all relationship channels catering to this public. In line with its proposal to work towards constantly improving its service, the Bank completed the installation of Service Management Terminals (TGA, in Portuguese) in the third quarter of 2023.<\/p>\n\n\n\n<p>The resource makes it possible to generate corporate data and information on customer behavior at the physical point of service. This information is also used to manage service quality indicators, which impact branch performance and are now part of the Bank&#8217;s employee compensation and career planning metrics, contributing to the development of a culture focused on service quality. TGAs are an important tool for improving the customer journey and supporting branch agents.<\/p>\n\n\n\n<p><strong>3-3 e) Report the following information about tracking the effectiveness of the actions taken:<\/strong><\/p>\n\n\n\n<p><strong>3-3 e) i) processes used to track the effectiveness of the actions;<\/strong><\/p>\n\n\n\n<p>Satisfaction surveys (NPS and CSAT) are the main tools for showing progress in customer relations. In addition to showing goals, targets and indicators, the metrics help to identify points for improvement in the customer experience and influence the Quality of Service Indicator (IQA, in Portuguese).<\/p>\n\n\n\n<p><strong>3-3 e) ii) goals, targets, and indicators used to evaluate progress;<\/strong><\/p>\n\n\n\n<p>Indicators such as NS, TA, CSAT, NPS, IQA, as well as feedback from the Ombudsman Office.<\/p>\n\n\n\n<p><strong>3-3 e) iii) the effectiveness of the actions, including progress toward the goals and targets;<\/strong><\/p>\n\n\n\n<p>Progress includes, but is not limited to:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Simplification and improvement of the customer journey, with all after-sales services now provided by the Bank;<\/li>\n\n\n\n<li>First-level customer service and solutions, with step-by-step explanations on how to access the app (via chat or telephone);<\/li>\n\n\n\n<li>Focus on customer service, without the intervention of retention and\/or sales strategies.<\/li>\n<\/ul>\n\n\n\n<p><strong>3-3 e) iv) lessons learned and how these have been incorporated into the organization\u2019s operational policies and procedures.<\/strong><\/p>\n\n\n\n<p>Complaints received by the Ombudsman Office, after careful analysis and identification of the root cause of the problem reported, are used as inputs to enhance processes, products, and services; reduce the risk of recurrence; prevent litigation; and make improvements to all customers and users. The weaknesses identified by the Ombudsman Office when handling demands derive from the corporate environment used by the Bank\u2019s risk and control departments, contributing to build a consolidated information framework that enables managers to better assess their risks.<\/p>\n\n\n\n<p><strong>3-3 f) Describe how engagement with stakeholders has informed the actions taken (3-3-d) and how it has informed whether the actions have been effective (3-3-e).<\/strong><\/p>\n\n\n\n<p>The complaints registered by customers are considered opportunities for detecting flaws in processes, products and services.<\/p>\n","protected":false},"featured_media":0,"template":"","categoria_indicadores":[1650],"codigo":[1456],"empresas":[],"ano_indicador":[1546],"class_list":["post-6159","indicador","type-indicador","status-publish","hentry","categoria_indicadores-material-topic-sales-practices-and-customer-satisfaction","codigo-gri-3-3-en","ano_indicador-2023-en"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.1.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Management of material - Banrisul<\/title>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Management of material - Banrisul\" \/>\n<meta property=\"og:description\" content=\"3-3 a) Describe the actual and potential, negative and positive impacts on the economy, environment, and people, including impacts on their human rights. 3-3 b) Report whether the organization is involved with the negative impacts through its activities or as a result of its business relationships, and describe the activities or business relationships. 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