Alfa-Bank (Belarus) (Call Center Infinity)

Alfa-Bank Ltd (Belarus) is created in 1999 (before Bank of International Trade and Investments Ltd). More than 96% of bank shares belong to financial and industrial consortium Alfa Group. Alfa-Bank is the universal bank performing main types of the banking activities presented at the market of financial services including service of corporate and private clients, investment banking business, trade financing.

At the end of 2009 in connection with active development of the retail direction in bank there was a question of creation of call center. According to Ekaterina Mikhaylova, the head of department on work with customer appeals Alfa-Bank (Belarus), at that time all telephone communication in bank it was constructed based on an automatic telephone exchange of Alcatel. At the same time a part of incoming calls on the general questions was processed by outsourcing call center.

"There were several moments which did not arrange in such principle of work, - E. Mikhaylova says. - There was no centralized service of the entering telephone calls because of what employees spent an enormous amount of time, answering non-core questions, and clients are forced to retell the question repeatedly. Besides there was no statistics on customer appeals".

After detailed studying of the solutions presented at the Belarusian market the tender within which several suppliers carried out test implementations of the offered systems was organized. As a result the OmniTelecom company with a product Call center of Infinity (Weathervane Sale developer) was recognized the winner. Among advantages of Call center of Infinity were called: ratio "price functionality"; providing full statistics; user-friendly and clear interfaces; focus on the Russian-speaking user.

"The call center of Infinity served as an implementer of computer and telephone integration in every sense of this phrase, - Alexander Kashlyak, the head "Call centers" OmniTelecom tells. – First, using Infinity it was succeeded to connect classical telephony of UPATS of Alcatel with the advanced Internet technologies. Secondly, the Sall-center carried out tasks of integration of telephony into information databases owing to what it was succeeded to implement the system of automatic routing of calls, scenarios of dialog and the automatic personified notifications of clients.

Separately it would be desirable to note high qualification of Ekaterina Mikhaylova in the field of planning and operation of the sall-centers, with its active participation the multifunction interactive voice IVR menu was developed and implemented".

According to Ekaterina Mikhaylova, the project on implementation of the Infinity Sall-center can be considered more than successful. Now specialists service only the calls which came "to the address", the total quantity of the processed calls in day increased twice, failure from the services of autsorsiny call center which became not necessary became possible. At the same time more than 15% of calls are serviced in the automated mode by means of IVR. The most popular branches: currency rates, an operation mode of departments, readdressing on customer services of bank.