Implementation of Naumen Contact Center in JSB Russlavbank

The decision on creation of own contact center JSB RUSSLAVBANK was connected with the new market strategy aimed at the active development of a retail segment. The industrial platform giving the chance of fast accumulation of power and connection of additional jobs without stopping of the current business processes had to form a basis of contact center. Considering high requirements regarding fault tolerance and scalability, preference was given to the Naumen Contact Center platform.

The first Russian money transfer system and payments of CONTACT is based by one of the oldest participants of the Russian market of banking services - JSB RUSSLAVBANK. Today the CONTACT system integrates more than 230 thousand points of service worldwide from which 11 thousand offices are located in Russia.

Up to 2012 in JSB RUSSLAVBANK there was no own call center. Functions of office telephony were provided with forces of several operators on office automatic telephone exchange of Panasonic, and service of users of CONTACT payment system was completely transferred to outsourcing.

The decision on creation of own contact center was connected with the new market strategy aimed at the active development of a retail segment. The industrial platform giving the chance of fast accumulation of power and connection of additional jobs without stopping of the current business processes had to form a basis of contact center. Considering high requirements regarding fault tolerance and scalability, preference was given to the Naumen Contact Center platform. Thanks to duplication hardware and program a component the platform provides fault tolerance at the level of 99.999%.

For launch of call center of JSB RUSSLAVBANK 70 operators were connected to a system, and by the end of 2013 in a system 106 operators worked already.

The implemented solution has all necessary functionality: intellectual routing, management of the modes of outgoing call-down (manual, progressive, predictive), IVR, record and storage of a talk, graphic designer of scenarios of a talk, uniform knowledge base, web access to the reporting, quality management, possibility of multi-channel processing of addresses, etc.

The main objectives which are solved by call center: user support of CONTACT payment system, telemarketing, work with debtors, support of the current clients of bank.

Operators have an access to the convenient knowledge base in which a set of solutions for different types of clients is described. A system allows to display all information on the client (including the history of interaction with it) in a single window that saves operators from need to switch between different programs, increases the speed and service quality.

The reporting under calls gives the chance of selective and complex assessment of operators on a periodic basis. Call-center managers can do selections of "bad", "good" and accidental calls that facilitates search and remedial action (as in questionnaires, so or in training of operators), simplifies selection of "reference calls" for training and also allows to estimate efficiency of each operator objectively.

The additional option "call back" excludes risk of loss of calls. If the client did not wait for the answer, a system automatically does callback and, at connection establishment, switches the subscriber with the free operator. For convenience of making an appointment in offices of bank in a system the Schedule function is configured.

Valery Kukushkin Head of department of telephone services of Department of the client relations of JSB RUSSLAVBANK (Ltd): In two years the retail portfolio of bank grew from 2.5 to 16 billion rubles. At the same time about 95% of retail sales are provided now by outgoing telemarketing. More and more functions are transferred to contact center. If a year ago about 80% of requests in the area of the entering support were solved through outsourcing, then today this share does not exceed 10%. Start of the second platform is planned for 2014. Considering already available experience of scaling, it is sure that with accumulation of capacities and connection of new operators of problems at us will not arise.

Alexey Sadovsky Director of the department of automation of contact centers of Russia and CIS, NAUMEN: Before we automated call centers "Royal Credit of Bank" and Uralprivatbank. We see that the Russian banks became more experienced at equipment of contact centers. Hardware automatic telephone exchanges with the minimum feature set suit nobody any more. But our solution is selected not only because of advanced functionality. First of all, it is the reliable industrial platform guaranteeing the round-the-clock availability of contact center and allowing to connect if necessary quickly additional operators.