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News

13.12.2016

Rosbank Contact Center is among the leaders of TOP-20 FIN ranking

According to the ‘TOP-20 FIN. Quality of remote services in financial sector 2016’ survey, Rosbank Contact Center became one of the four absolute leaders of the rating among Russian companies. The survey involved contact centers of the 30 largest banks, 20 insurance companies and 10 microfinance institutions.

The announcement of results became one of the key parts of The IV Contact Center in Finance Forum which was dedicated to the issues of building and efficient organization of contact centers in banks, funds, insurance companies and other financial institutions (November 2016).

"Over the past few years, the bank's Contact Center has become a leader in terms of customer service quality. It is considered as a high standard in terms of service in the financial market. We show such impressive results due to an effective system of operators’ training. From the first minutes of training we cultivate employee’s understanding of the importance of the client's interests. We try to move away from the patterns and focus on the individual approach, and at the same time we always remember about the positive attitude and sincere desire to help. It is always visible during the conversation and it invites people to dialogue and leaves a favorable impression after each call’, said Victoria Selezneva, Rosbank Head on Retail Channels Development.

In September 2015 Rosbank topped the contact centers rating among the largest retail banks, which was made by the Frank RG research company by the request of the RBK Quote. In December 2015 Rosbank entered the list of the best contact centers according to the "TOP-20 Fin. The quality of telephone services in the financial sector" ranking made by the National Association of Contact Centers. In November 2016 Rosbank Contact Center has been recognized as one of the best, by the Naumen company, a leading developer of software solutions for business. The company conducted a study completing follow-up calls in 110 Russian banks.

 

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