VTB Contact Centers

Main article: Information technology in VTB Group

2023: Speech analytics of the CST group contributed to an increase in the level of client service in the VTB contact center by 34%

The introduction of domestic technology for speech recognition based on artificial intelligence and subsequent analytics from the CST allowed VTB to increase the level of customer satisfaction of the contact center by 34%. The CST was announced on August 31, 2023. Read more here.

2022

VTB will open a contact center in Samara for 1300 jobs

BankVTB August 3, 2022 announced plans by the end of the year to open a To Samara service center for 1300 high-tech workplaces. The site will house one of the bank's large contact centers, which will be able to receive about a quarter of customer requests from all. Russia Samara region Dmitry Azarov This was stated during a meeting with the governor by the Deputy President-Chairman of the VTB Board. Anatoly Pechatnikov

VTB Service Center in Samara will occupy an area of ​ ​ over 11 thousand square meters. meters. The Bank intends to attract support and control specialists and retail business - financial, administrative, audit, etc.

The largest share of jobs will be occupied by the bank's contact center. Already at the beginning of August 2022, its staff exceeds 200 people, and in the future it is planned to expand it to 750 employees who will process more than 700 thousand calls and chats per month. Hotline specialists advise customers on the phone and in the chat of the mobile application, assist in solving financial issues, and also sell banking products.

This is 1300 new jobs, for which a separate gratitude to the bank's management. We assume that by the end of the year the main number of specialists will be hired. This is a very serious contribution to the work on the creation of new jobs. During this special period, this is all the more important for our region, - said the Governor of the Samara Region Dmitry Azarov.

In addition to high-tech workplaces for employees, the service center has quiet and active recreation areas, cafeterias, classrooms, meeting rooms with built-in multimedia systems.

This unit will become VTB's second major platform in Samara, where employees serving customers throughout Russia work. In 2017, the bank opened a service center for IT specialists, which today employs almost 670 people.

VTB has increased the number of contact center employees by 1.5 times

To quickly resolve incoming customer questions contact center VTB , I decided to increase the number of employees who will advise clients through 1.5 times. remote service channels VTB reported this on March 3, 2022.

More than 1000 employees of VTB and contact centers additionally underwent training to answer questions and requests from customers, and joined the contact center team from related divisions of the bank. As a result, more than 3,000 people advise clients daily, receiving more than 500,000 calls and calls. VTB works to quickly resolve all client calls in 24/7 mode.

VTB continues to provide operational services to its clients. All departments and self-service devices operate without restrictions. Branches, ATMs and terminals of the bank function in full, employees promptly advise customers on all emerging issues, as well as implement a set of measures to protect their interests.

In self-service devices, customers can withdraw or deposit cash rubles in and currency, and conduct day-to-day transactions by. to cards Digital services of the bank are available to customers, including in the web version of the application. VTB Online mobile application You can download VTB Online in official stores,,. Samsung Xiaomi Huawei

2020: VTB contact center in Moscow switched to remote work amid the COVID-19 epidemic

On May 14, 2020, VTB announced that more than 500 employees of the VTB contact center in Moscow switched to remote operation amid the COVID-19 epidemic, so over 90% of staff serve customers from home using advanced digital telephony technologies and virtual workplaces.

The introduction of technologies and the organization of the contact center processes outside the bank's office were carried out as soon as possible. During the period of self-isolation and the start of the support programs for customers affected by the coronavirus, the number of calls to the VTB contact center sharply increased. But even in such conditions, we were able to provide a high level of service and, in general, maintain the average waiting time for customers on the line at the level of the beginning of 2020, commented Olga Tsegelnaya, Head of VTB Customer Services.

The joint work of the bank's team from different departments made it possible to perform the necessary amount of work: from providing employees with the necessary equipment, corporate telephony and allocating the necessary licenses to organizing technical support and generating reporting. To control the quality of the work of contact center employees transferred to remote work, the bank uses the entire set of technologies and processes that are used when working in offices. This ensures transparency and continuity of quality management procedures.

Our technology solution allows a contact center employee at home, using a personal PC or corporate laptop, to connect to their banking workplace and, using a USB headset and specialized Avaya software, receive calls and serve the client in the usual mode using banking software. noted Olga Tsegelnaya.

2019

Testing VR consulting in VTB Capital branches

On August 12, 2019, VTB announced that VTB Capital had begun testing investment VR consulting technology in its offices. The service provides information on the operation of the VTB My Investments mobile platform and discloses the benefits of investing in securities and other financial instruments. Read more here.

Launch Voice Assistant in Contact Center

On August 9, 2019, VTB announced that it had launched a voice IVR service in a contact center in pilot mode. Now it is enough for customers to ask their question, and the assistant will quickly answer it or transfer the call to a bank employee. Already at the pilot stage, he processes 25% of all calls.

The use of speech technologies (speech recognition and synthesis) will allow customers to get up-to-date reference information and manage services automatically.

For August 2019, a voice assistant can provide data on the balance of the card and its readiness, help get a PIN, a loan payment schedule, and the balance of mortgage debt. In the future, its functions will be expanded, it will be able to provide a full range of services.

If an employee's consultation is required when contacting, the assistant will recognize this and transfer the call to the contact center. At the same time, according to the results of piloting the technology, the connection time of the client with the operator was halved.

[[:Шаблон:Quote 'author = said Olga Tsegelnaya, Head of VTB Customer Service Department]]

As of August 9, 2019, the voice assistant works in pilot mode in all regions of the bank's presence, except for Moscow and St. Petersburg. By the end of 2019, the technology will be available to all VTB customers in Russia.

2018

Growth in sales of credit products through a contact center up to 600 billion rubles

On February 21, 2019, it became known that the total sales of VTB retail credit products through a contact center in 2018 reached 600 billion rubles, which is 2.5 times higher than in 2017. Cash loans and mortgages became the main growth drivers.

The bank doubled the volume of mortgage products issued through the contact center - from 63 to 127.7 billion rubles. Thus, almost every fifth mortgage application for a loan is drawn up with the participation of employees of the customer service department. Sales of credit cards have grown significantly - up to 150 thousand units. The volume of car loans issued doubled, to 2.6 billion rubles.

In 2018, we managed to more than double the sales of banking products through a contact center. This indicates the demand for this type of service from our customers, and the successful implementation of our projects, as well as the high quality of service. At the same time, at the end of the year, during the period of maximum growth of requests, we managed to reduce the waiting time for a contact center specialist's response to 25 seconds, which is less than the average market values. In total, in 2018, the VTB contact center received more than 30 million calls.

Introduction of a collector robot to call debtors

On July 31, 2018, it became known about the introduction of a collector in VTB robot the collection, which will collect debts from the bank's clients.

According to Interfax with reference to the Deputy Chairman of the Board of VTB Anatoly Pechatnikov, on September 1, 2018, this robot, calling debtors, will be launched from pilot into commercial operation.

The computer will inform customers about the occurrence of overdue payments, about their amount and maturity, as well as receive a promise from customers to pay off the debt.

VTB will introduce a collector robot into its work from September

According to Pechatnikov, the advantages of a collector robot over living personnel are much lower costs for the maintenance and absence of the human factor.^[1]

The robot is always in a good mood, not subject to emotional shocks that can affect the quality of work. Plus, it always fulfills quality standards, - explained the deputy chairman of VTB, adding that the results of the robot collector during the tests were better than the results of the group of operators.

True, the robot is sharpened for simple dialogues, when it is necessary in the early stages (when the debtor does not pay from 0 to 30 days) to warn the client about the debt and receive a promise to make a payment. People will continue to work with longer and more complex cases of "delay," said Anatoly Pechatnikov.

The introduction of the robot collector became part of VTB's plans to open offices without employees. At the same time, the bank has not yet named the time frame during which it is going to launch a fully automated branch. It is only known that the first such office will work in Moscow.

By the end of July 2018, robotic assistants were launched in several Moscow  branches of Sberbank. Robots of the Russian company Promobot help collect reviews from bank customers and manage the electronic queue. In February , Sberbank also introduced the technology of a voice assistant robot in a contact center for corporate clients.

2017: Contact Center Compliance with ISO 18295-1: 2017-07

In December 2017, VTB announced that the bank's contact center had received confirmation of compliance with the European quality standard ISO 18295-1: 2017-07.

The bank's Customer Services Department received the certificate in November 2013 and successfully confirmed it in December 2015. In November 2017, the bank's sites were again checked by certified auditors. The bank once again confirmed that it operates in accordance with European standards of contact centers.

The European standard ISO 18295-1: 2017-07 describes the requirements for the quality of work of contact centers and is approved by the European Committee for Standardization. The use of the standard ensures the stability of the contact center, objective assessment of its control system, identification of directions for improving the quality of its work.

VTB Contact Center is certified by the International Contact Center Certification Institute.

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