Call center of Infinity in CB Ukrainsky finansovy mir

In 2013 in bank the project on automation of work of Call center using software packages Call center of Infinity from the developer "Weathervane Sale" and BPMonline Bank from the company came to the end Terrasoft.

Anton Bondarenko, the head of Call center of Ukrainian Financial World company tells about premises and project deliverables: "Undoubtedly, the main goal of existence of any bank is profit earning. There is a lot of ways for achievement of this purpose and the professional call center plays in them one of the major roles. Phone is the main communication channel of bank with his clients: by means of a call new customers are attracted, surveys helping to increase service quality are conducted and also informing on new working conditions or advantageous offers is performed. It is difficult to revaluate importance of this communication channel when forming loyalty.

For increase in efficiency of division, the management made the decision on carrying out the analysis of the automation equipment existing in the market. At a stage of the choice of an optimal variant several solutions were considered, but after demonstration of joint work of the Infinity and bpmonline systems we stopped the choice on this complex. The solution completely conformed to our requirements in terms of functionality and flexibility of setup. An important factor was also that this complex occupies one of the leading places among platforms for automation of Call centers in our market".

According to Anton Bondarenko, three months later since launch it was already succeeded to achieve essential results: the quantity of the processed incoming calls increased by 35%, also costs of operators for call-down of bases significantly decreased (each employee in a working shift began to ring round successfully 20 clients more).

Experience of Ukrainian Financial World bank shows that the automated Call center is a modern and available solution for the companies aimed at creation of high-quality and effective interaction with target segment of clients.