OREANDA-NEWS. On September 05, 2007 new and modern Contact Centre Cisco has started to operate in JSCIB “UkrSibbank”. This launching resulted from the Bank’s cooperation with Incom Corporation, reported the press-centre of UkrSibbank.

“We always suggest a solution, which can fully satisfy our client’s needs. In support, this is a possibility to use solutions from three top-ranked international producers and nearly 30 successfully realized projects in Ukraine, said Lyudmila Burakova, Sales Manager of the Software Systems Department of Incom Corporation. – For “UkrSibbank” we offered Cisco IP Contact Center Enterprise Edition (IPCC), esteeming such solution the most functionally suitable for the Bank and assuming that Cisco equipment gained widespread acceptance in the Bank’s data transmission networks and gave a good account of itself in 10 existing call processing centers of Cetelem/BNP Paribas Group, strategic investor of “UkrSibbank”.

New Contact Centre works 24-hours a day, 7 days a week. A client can be advised here in Ukrainian, Russian and English. Each day Contact Centre operators process up to 3000 calls, every fifth is processed in automatic mode by IVR system. With the help of the voice menu interactive system, the Bank’s clients may be informed about exchange rates, account balance, outstanding amount, listen to the information on products and services in the automatic mode.

“The Contact Centre Cisco IPCC in "UkrSibbank" is an effective mechanism, which will help the Bank not only increase the speed and quality of client’s claims processing, but also organize a single point of information distribution concerning campaigns and services. This solution allows to keep constant clients’ feedback, measure the quality of custom care and strive for scaling-up their satisfaction and loyalty. This is extremely important in conditions of growing competition on the Ukrainian banking market”, - considers Vladimir Orlov, Vice Director of Cisco Representative Office in Ukraine.

The Contact Centre is responsible for mass communication both with potential and existing clients. As of today, the mission of the Contact Centre unites four independent trends, outlined Nаtаlіya Izmаylоvа, Head of the Contact Centre of JSCIB “UkrSibbank”.

Firstly, this is a centralized call centre, where clients may learn about all the services for individuals and legal entities, then-current campaigns, necessary documents and requirements to borrowers, find out the address of the nearest outlet or ATM, check a card account, get emergency help on payments cards and also express their wishes concerning the Bank’s service improvement. At that, all claims are registered and promptly considered.

Secondly, this is a telemarketing service, dealing with different polling, database compiling, service offering, arranging meetings with specialists at the outlets, etc. For example, for the first six months of the year 2007, Contact Centre employees organized 606 meetings due to which there have been rendered loans in the amount of $3,5mln.

Thirdly, the Contact Centre processes car loan applications and makes a credit decision within 30 minutes, while a client is still in auto showroom or at the outlet. This year, on the basis of preliminary decisions of the Contact Centre Credit Committee and carried out scoring, more than 10 500 applications have been considered, and car loans in the amount of up to $75mln have been rendered. In the framework of the Credit Card for Middle Class Project 26 664 applications have been processed and more than 15 000 overdrafts/credit cards have been issued.

And finally, the Contact Centre works with debtors, reminding clients of forthcoming repayment term and informing about the outstanding amount and its repayment procedure.

“UkrSibbank” pays much attention to clients’ information support. Old system did not meet the increasing requirements of the Bank and also restrained the development of additional services. Guess work without software and statistics, call losses up to 45% during promo campaigns showed the necessity of creation separate entity, equipped with up-to-date soft- and hardware system, - continued Nаtаlіya Izmаylоvа . – Use of all possible means of communication and the quality of work of new Contact Centre contribute to effective cooperation between the Bank and clients, meeting current demands and forecasting the future, that allows the Bank to raise up the standard of client service on the new level”.

Contact Centre in figures:
At present 110 operators are working in the Contact Centre
Daily every employee of the Contact Centre:
Accepts over 150 incoming calls,
Makes up to 100 outgoing calls,
Processes up to 20 scoring loan applications,
Blocks/unblocks up to 180 payment cards.
The biggest amount of calls, accepted by one operator per shift is 310.
Average duration of conversation is 1.5 minutes.
The longest recorded conversation with a client was lasting 43 minutes.
The shortest conversation with a client was lasting 11 seconds.
Average time of client holding-on – 15 seconds.

Contact Centre phone number: 8 800 5005 800. All calls from fixed phones within Ukraine are free or charge.