| Customers: Opening Broker (Opening Investments) Product: Call Center - Call Center and Contact Center Construction and Modernization Projects Project date: 2021/10 - 2022/04
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2022: Opening of a call center in Saratov
Open Investments has launched an updated contact center. This was announced by Otkritie Bank on May 4, 2022. This is the second site in the Volga region, whose task is to improve customer service along with the existing Otkritie Investments contact center in Ulyanovsk.
The launch of the contact center in Saratov is one of the important stages in the implementation of the strategy for the development of the client service "Opening Investments." The distribution of load across two sites will significantly increase the level of client service, providing uninterrupted information and technical support to customers.
The work of this contact center is organized using advanced telecommunications and computing technologies to personalize interaction with the client, prioritize requests and other intelligent functions. Current technical solutions will reduce the waiting time of the customer on the line and increase the share of requests resolved in one case.
In addition, on the basis of the site in Saratov, a customer service department is created - this is a remote support unit, the tasks of which are to ensure the post-sale service and the relocation of part of the functions from the central office.
 | The choice of Saratov as a location for this contact center is primarily due to the high personnel potential of the region. It was very important for us to attract the most experienced employees, because the speed of technical and information support is a strategic task of the customer service department. Based on the current market conditions, we adjusted the plans for the launch of the contact center, and thanks to the synergy with Otkritie Bank, which has long been present in the region, we deployed the infrastructure as soon as possible. I am sure that our customers will appreciate the increased speed of processing appeals - said Lada Bogdashkina, director of the customer service center of the Otkritie Investments customer service department. |  |
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