Tatfondbank implemented Infra Call Center

In 2013 for the client service Tatfondbank implemented the solution of INFRA Call Center. Requirement in new program providing appeared in 2011 when, with arrival to Tatfondbank of a new command, retail business began to develop actively. And it led to expansion of functionality of call center. Also the staff, instead of 5 employees who easily executed all amount of works in 2007 was increased, in 2012 in department 51 persons already worked. For October, 2013 the personnel of contact center consist of 77 employees.

- In the solution which we used we most of all did not accept low fault tolerance and the reporting, – Alfiya Mukhamadiyeva, the head of Contact center of Tatfondbank says. – It was necessary to write tasks for providing reports. Infratel has an extensive reporting system, and it is possible to receive it in real time.

The optimized version of the product INFRA Call Center – 4.1 for the 64 bit architecture proved to be from the best party and in questions of fault tolerance of a system. The bank cannot expect successful business development if clients do not obtain timely and complete information about its products during technical failures. The competition in the banking sector dictates the quality standards of customer service. The lost call means for us dissatisfaction of customer needs and the missed profit.

A role was played also by other factors. When choosing the new software, not the last role was played by language. Unlike the western solutions, Avaya or Cisco, Infratel completely in Russian that does work of supervisors much easier. Also online management of queues is convenient for us, literally one movement by a mouse it is possible to distribute effectively calls on operators.

Even from pleasant additions Tatfondbank selected individual greetings of each operator. Once written, it is always said with the necessary mood and employees are not distracted by it.

One more important service – quality evaluation of work of call center operators on the basis of a feedback from respondents, upon termination of a conversation with the operator. In Contact center of Tatfondbank the department which is engaged in quality control and works with customer complaints is created. Data are available to both supervisors, and the management. Such package of measures and the high level of transparency, allows to use claims as the lever for growth and optimization.

- Due to the mobility and integration into many processes of bank, our contact center can quickly accumulate and trace information in bank, – Alfiya Mukhamadiyeva shares. – And we can build process of work taking into account opinions of divisions and clients of bank. Effective functioning of Contact center and optimization of its work - our daily task as we now actively expand the customer base, we open offices in regions of Russia. The client should be sure that he will always find at us answers to all the questions.