The Sovcombank transferred contact center to the remote mode based on solutions of Avaya

2020: Transfer of call center agents to an udalenka

On April 23, 2020 the Avaya Holdings Corp. company, global solution provider for business communications, announced providing the license for the organization of remote work of call center operators of Sovcombank in the conditions of a complication of an epidemiological situation in Russia.

Current situation has an impact on business processes and forces the companies to review usual formats of activity. For the purpose of security and care of health of the employees by the management of Sovcombank the decision on transfer of personnel of contact center to remote work from the house was made. The contact center is a key link in customer service, and its smooth operation is especially important in a crisis situation when load of operators increases. Operational transition to remote work without loss of quality of client service demanded integration of additional technical tools.

The Sovcombank requested one of the first from Avaya company of the license for the organization of remote jobs of operators. The company quickly reacted to a request, having provided necessary licenses. As the most optimal was the solution Avaya One-X Agent which provided accomplishment of the requirement of the guide of Sovcombank to transition of employees of the remote mode with preserving of the high level of customer service is selected.

The Sovcombank began transfer of employees to remote work several weeks prior to input of official restrictive measures, it allowed to execute transition on all functions with the maximum quality and preserving of complete volume of communications which we implemented within traditional office. Thanks to a first line support of Avaya we managed to provide in full requirement of bank for remote jobs for call center agents, comments the vice chairman of the board of Sovcombank Albert Boris