Sberbank of the Russian Federation prolonged the contract with outsourcing contact center

On July 1, 2015 it became known of the joint project of Sberbank and LogiCall - the outsourcing contact center executes the order of Sberbank.

Project Progress

The Sberbank of Russia develops several years a range of services of the remote banking (RB) for corporate clients and for support uses outsourcing contact center of LogiCall.

Sberbank Russian Federation, 2013

Using services of LogiCall, Sberbank managed to reduce losses of calls and waiting time by lines. The big role was played by the innovative technologies of contact center:

• identification of the client at the time of an incoming call
• operational display of history of addresses
• other data in the interface of attendant workstation.

At the level of contact center 95% of incoming requests are solved. Specialists of bank are attracted only in the most complex cases, the efficiency and performance of their work thereby increases.

"Having adopted modern approaches to the organization of client service, Sberbank in literal sense now "always nearby": each client of bank can quickly receive the answer to the question in time, convenient for himself. A task of LogiCall as partner of Sberbank in this responsible outsourcing project – to provide support of corporate clients according to the high quality standards of the largest Bank of Russia, a reference point for all bank industry of the country" — Alexey Katsoyev, the CEO of contact center of LogiCall said.

Project Development

On August 28, 2015 the contact center of LogiCall and Sberbank of Russia announced signing of the contract on continuation of the outsourcing project on support of corporate clients – users of the systems of the remote banking (RB).

In 2009 the contact center of LogiCall undertook performance of the contract on maintenance of the corporate clients of Sberbank using services of the remote banking (RB). The standing task - creation of an effective system of technical support, increase in the service level in a corporate segment for attraction new and deduction of already existing clients, the company contractor executed:

• the index of satisfaction of corporate clients grew to 82%
• the number of the corporate clients using the RBS systems grew from 39% to 93.5%,
• the volume of corporate payments in remote channels increased from 69% up to 95%.

Sberbank, 2014

Sberbank used advantages of outsourcing contact center:

• maintenance of the SLA level regardless of the region of location of the client,
• debugged training system of specialists,
• fast scalability,
• modern technical base.

"For us a great honor – to participate in the innovation strategy of Sberbank, to promote transformation of the largest bank of the country into the leader of innovations in the Russian banking sector. Use of such effective approach as outsourcing, allows Sberbank to increase efficiency of customer service and to create a new image of bank – the modern, dynamic, convenient financial center helping the clients with all tasks and undertakings", – Alexey Katsoyev, the CEO of contact center of LogiCall noted.

"Sberbank promptly changes and to keep up to date, looks for optimal models of customer service. For implementation of our strategy we carefully approach the choice of partners, especially in the tasks connected with customer interaction. Here we need an absolute guarantee of efficiency, reliability, competence and friendliness. Cooperation with such partner as LogiCall, allows us to use all strengths of outsourcing and to gain trust of users. Now joint work of LogiCall and Sberbank reaches new level, and we are sure of its successful continuation", – Vladimir Makarov, the project director of Management of development of remote links of service, the Corporate Business Block, JSC Sberbank of Russia told.