Sberbank of the Russian Federation takes quality of work of contact centers under control

On October 14, 2013 the Multiregional Transit Telecom operator announced (MTT) start in operation of a system of online monitoring of service quality of contact centers for Sberbank.

Project Tasks

"Telephone traffic of Sberbank which passes through MTT is considerable - to one million calls a day in peak loads, and telemarketing of Sberbank receives a day several tens of thousands of calls – more, than any other Bank of Russia. During the different periods – including different PR-actions - can service us at the same time to seven call centers, and it is impossible to check all contractors. Service decline in quality even for 1% involves hundreds of dissatisfied clients therefore to us it was extremely important to receive from MTT such tool", - Sergey Mruz, the head of department of telemarketing and remote sales of Sberbank of Russia notes.

MTT as the federal telecom operator services Sberbank, provides toll-free numbers of series 8-800. It became the basis for the address to the operator in search of the technological solution.

Project Progress

Not all outsourcing call centers are ready to issue the objective information based on work with clients of Sberbank. As MTT services communication channels, there always precisely know whether really these or those problems of contact centers are caused by technical failures. Statistics is removed in a continuous duty from the intellectual MTT platform and directly from the equipment through which there passes the flow of calls.

The fact of success and not success of connection is monitored, the threshold of level of service, intervals of boot strap loading of operators, the minimum and maximum indicators of the passed and accepted calls is exposed, duration of the accepted calls and different thresholds of notifications at change of a share of calls is more or less certain period and also types of end of calls - hung up, normal end, a gap at technical issues, etc.".

A system allows to configure monitoring on different call centers, exposing for them different parameters of operation of alert if, for example, two call centers make outgoing call-downs, one receives calls by a certain action, and two others – on the free line.

New service is available via the Internet in the online mode: all parameters are fixed, and results are displaid in the form of charts and diagrams.