Sberbank of the Russian Federation transfers user support of Internet banking to outsourcing

The I-Teco company announced on August 8, 2013 the beginning of the new project in partnership with JSC Sberbank of Russia where it in quality partner outsourcing of I-Teco will provide services of information support of users of remote servicing systems for SCRF. As the platform, for work with customer appeals of Sberbank in the territory of the country, resources of own distributed contact center of I-Teco in Krasnoyarsk and Moscow will be used.

Project Background

Monthly call centers of Sberbank process hundreds of thousands of customer appeals, this volume constantly grows and motivates SCRF along with optimization of own resources to develop practice of outsourcing of services of contact centers.

The I-Teco company became the winner of competition, announced by Sberbank among suppliers of outsourcing services. Providing a full range of information and consulting services to end users of services of Sberbank will become the main objective of the system integrator. Function of I-Teco as partner outsourcing – to provide the high level of customer service according to corporate standards of Sberbank regardless from what region requests come to contact center.

"We use all resources and capacities of our contact center, including necessary telecommunication and computing infrastructure and personnel for successful project implementation. Possibilities of contact center allow to process up to 600 thousand calls monthly that considerably exceeds the predicted loading from Sberbank – to 10 thousand calls a day. Our specialists are faced by priority problems of consultation of clients of bank and support of a broad spectrum of services of remote banking", – Alexey Katsoyev, the director of the department of outsourcing of Service division of I-Teco noted.

Within the new project more than 300 jobs for residents of Krasnoyarsk Krai – telemarketing specialists, call center operators, consulting engineers on bank services, technical specialists on repair and service of the bank, telecommunication and computing equipment, quality specialists will be organized.