The Otkrytiye investment bank controls quality of work of call center operators

On July 1, 2014 it became known of implementation in Otkritie bank of a quality control system of NICE Quality Management. The partner in the project DIS Group company.

Project Tasks

The project initiated Otkritie bank in 2013, due to the need to update the outdated NICE Perform 3.2 system, to standardize control procedures of quality of work of operators.

The management of Otkritie bank made the decision on implementation of the new system providing customer service total quality control, record of all telephone negotiations of call center operators to provide personnel trainings, to prepare the complete reporting under work of call center of Bank.

The DIS Group command suggested to use the NICE Quality Management 4.1 system. A system provided seamless integration with the telephone infrastructure of the customer implemented on the software platform Avaya Aura satisfied the need for all necessary instruments of automation of quality evaluation of customer service.

Project Progress

The solution is implemented by forces of two commands: employees of the customer and specialists of the contractor.

Project Results

With implementation NICE Quality Management 4.1 Otkritie bank had ample opportunities of control over work of operators.