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  • 2007/06/22
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Paris, 22 June 2007

The customer call service operated by LCL has received ISO 9001 certification for all its phone banking activities.

The service, Accueil et Conseil en Ligne (ACL), is available to all LCL's personal banking customers through six interconnected call centres based in the cities of Bordeaux, Lyon, Marseille, Roubaix, Paris (Richard Lenoir) and St Denis Pleyel. The centres employ more than 500 people and handle an average of 400,000 calls each month.

LCL began the process to obtain certification in an effort to improve customer satisfaction and guarantee service quality. Call operators regularly follow a comprehensive ACL-specific training programme to keep their professional skills up to date.

The inbound call facility had already been ISO-certified, back in November 2000. This new award applies to all LCL's phone banking activities, including customer information, financial advices, banking transactions, appointment taking, and the sale of standard products.

The award will be presented officially on Friday, 22 June at the Paris headquarters of LCL by Thierry Geoffroy, special assistant to Florence Méaux, director general of AFAQ AFNOR Certification. The ceremony will be attended by Georges Pauget, CEO of Crédit Agricole S.A. and chairman of LCL, and Christian Duvillet, CEO of LCL.