VTB 24 for 2 years saved half a billion rubles at the expense of system implementation of IVR

On November 1, 2016 the company CROC announced upgrade of a system of dynamic speech interaction (IVR) contact center VTB 24.

Project Results

Croc created contact center (CC) VTB 24 in 2008 on the basis of a single technology platform Avaya.

Croc implemented a quality assessment system of interaction of operators with clients. With its help supervisors can listen to dialogs of operators and clients, to browse screens of monitors of staff of contact center.

Advertizing VTB24, (2015)

We constantly increase the number of the provided services which become more and more complex. Load of operators grows. Today their task – it is not simple to provide to the subscriber information any more, and to understand quickly his question and to propose the best solution which will meet high customer requirements. We thank Croc for the help in creation of the comfortable for use automated services of contact center which including help to remain VTB 24 to some of leaders of the financial sector in Russia. Mikhail Medvedev, vice president, associate director of department of client service of VTB 24

We are proud of the fact that we ensure daily smooth operation of CC of VTB 24 and we share experience in the field of rendering services in technical support of difficult integrated telecom solutions with colleagues. The saved-up examination Croc – more than 800 implemented projects on creation, upgrade and technical support of contact centers of telecom operators, banks, the companies of retail – allows to try to obtain the maximum return from work of CC of VTB 24 which works accurately today as the clockwork, without idle times and failures. Oleg Kravchenko, deputy CEO for complex projects of Croc company

Effect of implementation

On August 14, 2017 VTB 24 announced that in two years of work it saved more than 500 million rubles thanks to transfer of a part of functions of contact center to the IVR system — automatic voice messages.

The project on automation of work of contact center was executed by bank since 2015 and consisted of two stages. The first — Development of IVR with automatic authorization of clients in mobile phone number, a balance request, obtaining detailed information on products of bank, the status of consideration of the request for a cash loan or the credit card, execution of the application for partially early and completely early repayment of the credit, etc. All this allows the client at the appeal to bank independently to obtain information in the automatic mode and without participation of the operator. By estimates of VTB 24, transfer of these transactions to IVR allowed bank to achieve in two years economy in the amount of 470 million rubles.

Within the project service of automatic search of the nearest departments and ATMs VTB 24 using sensing technologies of the speech and depending on location of the client was also implemented. Only this function, according to the estimates of bank, for all the time of work allowed to save about 75 million rubles.

Implementation of a possibility of transfer of short messages between the client and bank became the second stage: implementation of USSD at a request of balance of the bank card by a set of the *124# command from the mobile phone of the client.

In two years within increase in operational efficiency of network we managed to transfer a considerable part of inappropriate transactions from offices of bank to contact center. At the beginning of this year more than 90% of such transactions as, for example, early repayment of the credits, was carried out by our clients by phone using the automatic mode and without involvement of operators. We appreciate that result which managed to achieve, and we predict similar economic effect of system operation of IVR in the next two years — Natalya Smirnova, the senior vice president, the director of the department of client service of VTB 24 said.