particularly as regards tone (to avoid violence,
sex, etc.) and prevent comparative or disparaging
advertising between competitors. In this respect,
BBVA Bancomer makes sure that its advertising
campaigns are in line with the Financial Services
Transparency and Regulation Law.
MULTI-CHANNEL
BANKING
The challenge for BBVA is
to make itself constantly
available to people through
its direct channels, designed to deal with all kinds
of transactions. For this reason, multi-channel
banking is one of our added values: the channels
co-exist side by side and are all compatible and
complementary.
In addition to its network of branches and
ATMs, BBVA’s main channels include:
• Internet channel:
The BBVA Group’s transactional services are
used by over 4.6 million Group customers who
351.27 million hits.
In 2008, BBVA upheld the commitment it took
on in 2005 to information accessibility for the
disabled by complying with the most advanced
standards in web accessibility.
The corporate websites of Argentina,
Venezuela, Chile, Peru, Portugal and the
specific website for the Research Department
currently comply with level AA.
Within the framework of the Plan Integra
(See the chapter on Responsible Management
of Human Resources), the Technology &
Operations Department (T&O) collaborates
with the ONCE Foundation and follows its
recommendations for the development of
already existing and newly designed websites.
In addition, under the name “Internet in your
life” (internetentuvida.bbva.com), a micro
website was developed in the Group to make it
easier for citizens to integrate new technologies,
particularly those related to banking
transactions, into their daily life.
• Telephone channel:
In 2008, with the exception of BBVA Compass,
the Group handled 136.5 million calls through
its telephone service.
• Mobile phone channel: Thanks to the SMS
channel, mobile phone banking and payments,
(wap.bbvamovil.com), BBVA customers can
access financial services through their mobile
phones. Within the Group in Spain alone, 14.9
million short messages containing financial
information were sent in 2008.
• Self-service machines/ATMs
The Group has 17,604 self-service machines or
automated teller machines that recorded 25.70%
of the transactions made.
Of particular note in 2008 was the launch in
BBVA Bancomer of an innovative technological
channel, a multi-channel service that allows
customers to process loans quickly and
automatically using the ATM network, Línea
Bancomer and Bancomer.com. With an aim to
reinforcing this commitment to multi-channel
banking for the customer, Practicajas, quick
deposit boxes (QDBs) which receive cash deposits
to accounts with cheques and cash lodgements as
well as credit card payments.
Percentage of transactions by channel
(Percentage)
Branches
ATMs
Telephone
Online
Scope: BBVA Group (except BBVA Compass)
2008 2007 2006
33.12 35.57 37.16
25.70 26.42 26.08
2.27 2.37 2.63
38.91 35.65 34.13
CUSTOMER FOCUS
Corporate Responsibility Report 2008
25
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