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News

26.01.2015

Rosbank Contact Center summed up results for 2014

For more than 9 years Rosbank Contact Center has been one of the key customer service channels. In 2014, according to the new business development strategy, Contact Center focused its efforts on improving customer satisfaction, efficiency and quality of service, as well as technical development.

 

Rosbank Contact Center daily handles 14,000 calls, providing round-the-clock remote service and high standard of customer service. The key performance indicator of the Contact Center – the First Call Resolution – currently amounts 85% of the total number of customers’ requests to the Contact Center.

In order to improve the quality of customer service in 2014 there was launched a separate "Quality Hotline" of Contact Center, which allows to respond quickly to customers’ requests and promptly take measures for service gaps elimination. Since the launch of the “Quality Hotline”, 6088 customers’ requests have been received with 98% of them resolved at the moment of request.

Contact Center is actively developing Rosbank remote sales. In 2014 due to the development of training and motivation program for personnel the level of sales has been increased for more than two times. As for now, 20% of retail sales of products are provided due to attracting customers via Contact Center.

Opening of the new Contact Center office in Krasnoyarsk in October 2014 designed for 180-200 employees with a total area of 920 sq.m became an important event. The new office is fit up by modern equipment to provide instant remote customer service throughout Russia. It is planned to reach maximum workload of the Contact Center in Krasnoyarsk in two years. As for now, Rosbank has three Contact Centers: in Samara, Krasnoyarsk and Vladivostok, - with more than 260 employees.

Director of Rosbank Remote Services Department Victoria Selezneva commented: “To be a leader on the banking market today is to make a high level of service and quality for customers the way of the bank’s life. This requires continuous quality control, customer satisfaction research, personnel training and continuous improvement of service processes. All this allows us to increase customer loyalty and maintain its leading position in the ranking of quality of service in the financial market”.

At the end of year 2014, the National Association of Contact Centers (NACC) in partnership with Apex Berg Contact Center Consulting conducted a study to determine the independent and recognized by the majority of professional market participants rating of the telephone service quality among large banks and companies providing services in the financial sector. The study was performed a series of calls to the contact center of each company at different times of the day during the week, the estimation of these calls was done by two main parameters: availability and quality of service. Rosbank Contact Center is in the TOP-3 best service and information centers among banks in Russia.