Kaspi Bank completed system implementation of quality control of work of employees

On February 5, 2014 it became known of system implementation of video control and quality evaluation of work of employees in kaspi bank (Kazakhstan).

Project Tasks

Keen competition forced kaspi bank to attend to a customer loyalty and to make investments in support of service quality.

Before the bank attracted services of mystery shopping to check of work of employees. Such checks have pluses as only the person can note nuances in behavior of the manager, capable to push away the client. There are also minuses: subjectivity. Over time mystery shopping stops being secret.

On search of a new solution more than 7 months left. Kaspi bank considered how ready-made solutions with customization elements under requirements of bank, and offers of the companies specializing in software development by request. The choice of bank fell on Arcisse company - it could make the proposal in short terms and demonstrate the solution with the description of work of each node of a system, make calculations and make the recommendations which allowed bank to reduce considerably capital costs of the project.

Project Progress

Development of the system of video monitoring began in April, 2011. In design process and developments it was necessary to solve a significant amount of problems, of which two were main – scaling of a system up to 1.5 - 2 thousand workstations and ensuring reliable work in the conditions of network connections with low capacity. Tasks are solved by joint efforts of developers and a project team of kaspi bank in the course of trial operation.

The uniqueness of a control system in kaspi bank that it not just fixes a customer service session by means of the video camera, but correlates audio-and a video with screenshots of the computer (workstation) of the manager, automatically creates the plan of control of each manager and sends the selected materials - sessions, to head office for further assessment.

In kaspi bank more than 1 thousand points of control of jobs in 250 departments of Kazakhstan are set. The system of video monitoring provides objective quality evaluation of work of employees of the bank. The automatic choice of sessions for control excludes influence of a human factor. The assessment given to the employee can repeatedly be checked in conflict situations and understand his presence. Except dialog with the client work of the employee with banking software can be exposed to the analysis. Recommendations, both on improvement of "usability" of programs, and on improvement of professional training of employees are as a result developed.

Project Results

Project deliverables received assessment of the management of bank from the moment of input of a system in operation. According to bank representatives, each of the parties gained valuable experience of creation of a unique system which has no analogs in Kazakhstan and in the world.

"Project implementation took place within the methodology of project office which collected in itself the best practices on maintaining projects", – Andrey Klevtsov, the project manager of kaspi bank noted.

"The qualitative software product turns out at competent design, accurate, responsible development and the attentive attitude towards the Customer. The attentive relation and close cooperation with the Customer, regular audits and trial versions allow to receive at the exit what was expected. And the qualified design approach and development does further maintenance and development of a system not only possible in practice, but also quite safe stage of lifecycle of the software product. We consider that we are able to do it because we practically have no single works. Most of clients orders to us development of the second, third system, and some work with us continuously for many years. We hope, as kaspi bank will not become an exception", – Ilya Pukhovsky, the head of software development of Arcisse company told.