OREANDA-NEWS. April 12, 2010. The high quality of services provided by UkrSibbank BNP Paribas Group Contact Center was recognized in "Hot Skills" survey held by Ukrainian Direct Marketing Association (UDMA) to study quality of phone services rendered by leading Ukrainian banks, reported the press-centre of UkrSibbank.

The survey covered TOP-26 banks. UkrSibbank BNP Paribas Group was given 98% (of maximum 100%) that is “Excellent level of phone service”.

“We are proud of our result. At present most of communication between clients and the Bank is by phone. Contact Center represents virtual image of our Bank, it is a production line and means of mass service. It is important that each and every customer is satisfied with provided information, since the quality of phone service forms customers’ impression of the Bank’s operation as a whole,” said Nаtаlіya Іzmаylоvа, Head of Contact Center UkrSibbank BNP Paribas Group.

UkrSibbank Contact Center operates 24 hours a day 7 days a week. Here a customer can obtain advice in Ukrainian, Russian, and English. Contact Center operators handle up to 5,000 calls a day, half of the calls being processed automatically by IVR system. Using the voice menu interactive system Bank’s customers can get information on exchange rates, account balances, loan outstanding, details of all products and services. The average waiting time for operator connection does not exceed 20 seconds.