VTB 24 implements the system of speech analytics from CST

VTB 24 completed in the spring of 2016 a pilot project on use of a system of automatic quality control and speech analytics of Smart Logger II from CST using specialized techniques for improvement of indicators of contact centers.

Results of "pilot"

Use of Smart Logger II allowed VTB 24 contact center to increase sales of banking products and services almost by a third (29%) on incoming calls and for 5% for outgoing. The number of dialogs after which the client completely repaid the debt to bank increased by 2%.

Using tools of speech analytics specialists of CST:

• Revealed dialogs in which it was required to apply technology of cross-sales
• Carried out efficiency analysis of the technology of sales and working methods with objections
• Estimated compliance to standards and revealed the best practices in dialogs of remote debt collection

According to specialists of VTB 24, system implementation of Smart Logger II helped to reach increase in the indicators directly influencing the profit of the company. "Steady growth of sales of banking products and services became a project deliverable. On incoming calls it made nearly 29%, and on outgoing calls this indicator grew by 5% — the vice president, the associate director of Department of Client Service of PJSC VTB 24 Mikhail Medvedev comments. — In addition significantly the number of dialogs after which the client completely repaid the debt to bank increased. We are sure that further work of our commands will promote increase in efficiency of contact center and in the long term".

Development of the project

On August 10 VTB 24 announced a project startup on implementation of technology of speech analytics for the purpose of quality improvement of customer service at the appeal to contact center of bank and during the work with them in service of collecting.

Tasks

The mechanism of work of technology of speech analytics is that all dialogs of employees of the bank with clients in the automatic mode are transferred to text messages and further are analyzed by a special system. For the purpose of process optimization of customer service the detailed analysis of actions of the best staff of contact center and service of collecting will be carried out. And further their methods and features of work will extend to all staff of client support service.

By estimates of bank, the planned annual economic effect of system implementation will be up to 400 million rubles. It is reached due to implementation of 100% of control of use of front lines the practician of sales in contact center and service of collecting bank.

The technology of speech analytics will allow bank not only to increase profit due to growth of efficiency of sales, but also to cut down expenses due to performance improvement. One of important features of this system is an opportunity to control execution of scripts by operators in each dialog, and, as a result, it directly will affect quality and service rate of clients in contact center of bank — Natalya Smirnova, the senior vice president, the director of the department of client service of VTB 24 is convinced.

Implementation Progress

The Center of Speech Technologies company acts as the partner of VTB 24 in system implementation. As of August 10, 2017 in bank there takes place trial operation of the systems of stereorecord and speech analytics.

According to plans of bank, input of systems in commercial operation will take place until the end of 2017.