As UBRIR controls quality of work of call center operators

The Ural Bank for Reconstruction and Development and the Center of speech technologies implemented two joint projects thanks to which it was succeeded to increase customer service quality of bank. Two products of CST — the system of speech analytics Smart Logger II and the warning system the Loud-hailer of II are integrated into information systems UBRIR.

The Smart Logger II system proved as the instrument of quality control of work of operators and job evaluation of contact center of bank. Thanks to keyword-based search specialists UBRIR detect records in which the scenario of customer service is violated. A system also checks literacy of a conversation of the operator with the client, analyzing the speech of announcers, silence percent, connection duration, a share of the speech of each of interlocutors and even the number of hecklings.

According to the project manager of department of perspective technologies UBRIR Dmitry Kornishin, a set of the registered parameters and mechanisms of automatic evaluation for 100% of phonograms provided to Smart Logger II successful application not only in the field of quality of work of operators, but also in the business analysis aimed at the development of services and the services provided to clients of bank.

Notification system implementation the Loud-hailer of II in contact center of bank allowed to cut down expenses on informing clients. Automation of the notification of clients about the status of the credit request was an initial project task. However during implementation a system was involved in optimization and other business processes. So, at the moment the Loud-hailer of II is used for informing on the status of request on opening of a deposit on the Internet, about the status of reservation of large sums of money, for call-down of the existing clients (participants of salary projects, a reminder on short-term debts, etc.). Monthly a system makes about 1 million notifications. The loud-hailer of II is involved practically in all segments where operational informing clients is required.

Key aspect of implementation — the cost of an outgoing call and also call-down speed. The cost of commission of an outgoing call using the Loud-hailer of II system is caused only by use of services of the telecom operator and does not include the operating costs of contact center inherent to alternative call-down by operators. It should be noted that thanks to the system of CST the bank manages not only to increase quality of informing clients and to save means, but also to gain an additional income from those segments of consumers for work with which there were earlier not enough resources. Among the most valuable properties of the warning system of CST specialists UBRIR note high quality of synthesizable messages, convenience and simplicity of integration with other information systems of bank.

Thanks to joint work of the TsRT consulting group and specialists UBRIR it was succeeded to reveal those processes which can be automated through the systems of CST. Implementation of the systems of speech analytics and the automatic notification promoted increase in a customer loyalty of bank and decrease in operating costs of contact center of bank.