Our Contact center is acknowledged as one of the best among Russian banks
According to the results of Naumen company's research, a leading developer of software solutions for business, Rosbank’s Contact center became one of the best among Russian banks. The study involved 110 banks, each of which was committed to 30 test calls.
Banks’ contact centers were evaluated by two parameters: the availability and increased First Call Resolution (FCR). By international standards 80% of customers should get a connection to the operator within 20 seconds. Availability among the major Russian banks was 82%, the result of Rosbank is 84%. FCR is the proportion of calls which provided a full consultation and which does not require additional referrals through other service channels. In Rosbank the figure was 96% with an average result of 81%.
Compared to 2015, the banks showed a positive dynamics, the average availability increased from 66% to 82%, and FCR – from 62% to 81%.
"The Contact center is one of the key channels of customer interaction, so our main task is to maintain the quality of its work at a high level. The client wants to get advice "here and now" to quickly resolve everyday financial tasks and we first of all focus on his needs. We constantly work to improve the quality and completeness of the provided consultations, regularly expanding the functionality and making optimal use of resources of the Contact center. All this allows us to maintain high levels of availability and FCR", – commented Viktoria Selezneva, Head of Rosbank Retail Channels Development'.
In September 2015 Rosbank topped the rating of the contact centers among the largest retail banks, compiled by research company Frank RG on the RBK Quote’s request, and in December was included in the list of the best contact centers, according to the rating "Top-20 Fin. The quality of phone service in the financial sector" by National Association of Сontact Сenters.
The full version of the research can be found via the link