Promsvyazbank's (PSB) call center was ranked at the top of the National Association of Contact Centers' list of the top 20 call centers in Russia's financial sector, which the association released last week.
The PSB center received the highest scores based on surveys that assessed service quality over the phone at banks and other financial institutions. The evaluations of the calls were based on the availability of staff and the quality of service they were able to provide.
The longer callers wait on hold before speaking with a representative, the lower their satisfaction tends to be, the association said. The bank implemented a system that puts callers in a virtual queue after waiting on hold for one minute.
The bank's CallBack Assist program gives return callers priority while awaiting the next available representative. This also cut phone traffic costs as well.
The bank also implemented a system in which representatives could see histories of previous calls made by clients of the bank; this allowed the representative to be prepared and to better anticipate the caller's needs.
More Stories
- EUROPEAN INVESTMENT BANK: Bosnia and Herzegovina: EIB provides €340 million to advance works on northern part of Corridor Vc
- ABN AMRO SERVICES COMPANY: Fempower Your Growth: like tindering with female entrepreneurs
- EUROPEAN INVESTMENT BANK: Egypt: Team Europe - EIB and Banque Misr work together to support private businesses and speed up the recovery of SMEs from COVID-19
- ASIAN DEVELOPMENT BANK: ADB, NNS Sign Loans to Build Milestone Solar Power Project in Uzbekistan
- ASIAN DEVELOPMENT BANK: $123 Million ADB Loan to Help Build Elevated Walkways in Manila
- EUROPEAN INVESTMENT BANK: Germany: EIB provides €15 million of funding to IDnow
- ASIAN DEVELOPMENT BANK: CAREC Endorses Long-Term Strategy to Promote Safe, Sustainable, and Inclusive Tourism
- EUROPEAN INVESTMENT BANK: EIB Group provides €150 million to support artificial intelligence companies
- ASIAN DEVELOPMENT BANK: ADB Approves $430 Million to Help Rehabilitate Power Distribution Networks in Uttar Pradesh, India
- EUROPEAN INVESTMENT BANK: Greece: EIB backs EUR 470 million road safety scheme