Tsesnabank povysht the service level implementation of contact center

December 14, 2010. The Asteros company completed creation of contact center for Tsesnabank.

Background

The strategy of bank is focused on high-quality growth due to providing a broad spectrum of financial services and increase in level of customer focus. With respect thereto the project on creation of modern multifunction contact center was initiated.

Implementation

Specialists of Asteros booked audit of systems existing at the time of start of the project and business processes of bank, prepared the concept of development and created requirements to the systems of future contact center. In addition to installation of new telecommunication equipment from Avaya, were implemented:

• the automatic distribution system of calls based on the software of Avaya Call Center intended for routing of incoming calls;
• management system for the operator center Avaya Call Management Systems which allows to provide the report for work of operators, groups of operators and contact center in general;

• the system of interactive speech interaction Avaya Voice Portal for creation of optimal architecture of the voice menu for self-service of clients;

• the system of outgoing call-down Avaya Proactive Contact providing a possibility of telemarketing.

As a result of the project Tsesnabank was provided with contact center with the developed functionality and the multistage scenario of call service.

Expectations

The new contact center will allow bank to raise the service level of clients, to expand a range of the offered services and to increase the number of the processed addresses to 1.5 times.

Opinion

Customer

"Now the bank is faced by the large-scale purposes connected with quality improvement of service and involvement of new clients. The contact center created jointly with specialists of Asteros became one of those tools which allows us to keep track of service quality in our bank, to react quickly to requests of clients and to provide convenient service using any communication channels, preferable to them", – Ayaz Zhakabayev, the head of the working group on implementation of contact center of JSC Tsesnabank noted.

Contractor

"Thanks to serious and detailed approach of bank, during creation of contact center considerable amount of works on studying of the business processes existing in the organization, their integration with resources of future contact center was carried out and also the concept of implementation of an additional range of services using remote channels of service is developed. As a result of similar approach the innovation contact center which allows to increase quantity of the serviced calls by 1.5 times is created and also to achieve a customer expectation indicator on the line within 25 seconds", – Valery Sokolyuk, the director of the department of telecommunication solutions of Asteros company comments.