OREANDA-NEWS. December 11, 2008. BTA Bank has implemented a unique system of estimating the quality of services. There is a panel with two buttons of the red and green colours on the desk of the employee working with clients. By pressing one of them the client estimates whether or not he liked the work of the operations officers, reported the press-centre of BTA Bank.

All the references about the work of an employee are summed up, and, when receiving a new reference, the changes are displayed on the monitor in the operational hall. The system also shows the rating of the additional office in respect to how many clients were happy about the services rendered and how many were not.

Thanks to the new system called the Quality Button the clients may chose which employee they would like address to – depending on the number of positive and negative references. Moreover the clients help the Bank estimate the front office operation - to see the shortcomings and mistakes in the servicing.

The Bank, on its part, will take every measure to move them away, thus forming the service quality standards, which meet the client’s requirements. Addressing the internal recourses of the Bank all the employees can see the rating of front office employees made according to the client voting. The best front office employees will get rewarded and specially treated by the Bank.

In 2008 the Bank became a laureate of the IV National Banking Award in the Implementation of Modern Management Technologies (Standards) Nomination, arranged by the Association of Russian Banks and the National Banking Magazine. The Quality Button is one of the steps of implementing modern management instruments. This is a perfect service quality control system, which has no intermediaries, delays and fully excludes the human factor.

The first point, in which the Quality Buttons are installed is the Tagansky Additional Office recognized last year as the best one in Moscow among the Bank’s offices. In the near future the Quality Button will become an integral part of the working desk of the Bank’s operations officers.

“It is very important for us that each of our clients understand that BTA Bank is open and client-oriented and is ready to get better. Moreover, becoming the leader in servicing clients is one of our top priorities. And we believe that only getting feedback from clients, taking into account their wishes and remarks will help BTA Bank achieve that goal.

We pay much attention to implementing up-to-date highly technological management instruments starting from bank operation online monitoring systems to interactive instruments of  interaction with our clients. Those instruments, whose implementation was and is paid much attention by us, will let us increase volumes of transactions without taking the risk of malfunctions in respect to their quality. We have established a strong foundation for active growth and development of our business” – says Elena Messerle, Chairman of the Board at BTA Bank.