A month of lockdown at ANZ

After a month of staying at home in COVID-19 alert level 4 lockdown, New Zealanders are now looking forward to a little more freedom and the opportunity for some to reopen businesses.

For ANZ it has been a month of incredible change and adaptation to the way we work. We’ve seen a huge jump in demand for our services, at a time when we were required to closed most branches and have staff working from home. Throughout we have been proud to be able to help thousands of Kiwis in this stressful time.

Here’s a look at the numbers from a month of lockdown at ANZ:

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Our teams provided financial help to

30,572

personal, home and business loan customers

for loans worth

$12.5 billion.

6,500

ANZ staff worked from home.

This included

90%

of our institutional team

who help New Zealand’s largest companies.

Our markets team have spread from working on

3

trading floors to now being on

5

floors.

Call volumes have reflected external events and were 80% down on the previous week at the time of the government's major lockdown announcement.

400

staff working in

61

branches opened for business each Wednesday morning.

They helped

21,259

customers to do

29,379

transactions.

26%

of these customers were over the age of

65

40%

were business customers.

62%

of the transactions have been deposits.

The busiest branches were Manukau and New Lynn

with an average of

365

transactions each morning.

We’ve provided more than

550,000

masks and gloves to essential sites, as well as

23,500

litres of desk sanitiser,

1300

bottles of hand sanitiser,

150,000

desk wipes, and

360

perspex shields.

We received

6,078

messages on social media, a

76%

increase on this time last year.

62%

of these were private messages on Facebook.

We received

18,136

callback requests.

64%

of these were about home loans.

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Our digital assistant Jamie has been busy too, answering

100%

more queries than normal on her busiest day.

Her most common questions have been about branch opening hours, KiwiSaver balances and options for financial assistance.

Our contact centre has answered

272,520

calls, bringing on an extra

100

staff to answer an average

3,000

additional calls each day.

The busiest day was

24^th March

the day after lockdown was announced, when we received

27,562

calls.

Calls lasted

90

seconds longer on average, and we’ve had

15%

more people than usual answering them.

Call volumes have reflected external events.

Call volumes were

80%

down on the previous week at the exact time of the

23^rd March

lockdown announcement.

And down

67%

on

20^th April

when the Government announced we would move to COVID-19 Alert Level

3

The Contact Centre team has recorded

9,059

voice ID registrations, set up

2,651

customers for phone banking, and helped

1,557

customers to use Internet Banking for the first time.

All this with

90%

of the team working from home.

For the latest COVID-19 updates and support for our customers visit our Here to Help webpage