OREANDA-NEWS. July 06, 2011. The contact center of UkrSibbank BNP Paribas Group has got Innovator of the Year award at Modern contact center 2011 conference organized by Incom company, reported the press-centre of UkrSibbank.
 
The bank got the award thanks to a range of successful projects implemented in 2010-2011 to improve service quality.
 
The mentioned projects include launch of “Single Key”, an unmatched client identification facility allowing to promptly access required information: balances on all accounts, interests on deposits, scheduled loan repayments, dates and amounts of recent transactions. Clients can get this information not only at branches, but also via “Account Management”, internet-banking system. They can also directly approach employee of the contact center or use IVR Self-Service.
 
Other novelties introduced by UkrSibbank’s contact center feature WFM Teleopti system allowing employees to efficiently manage their time and make the bank more accessible to clients. This project brought UkrSibbank a top spot in Teleopti Best Practice Award 2010 run as part of Teleopti Global Forum, Stockholm, Sweden.
 
“Our contact center gets around 5,000 calls every day. Sometimes, the number of calls leaps up to 20,000 (for instance, on salary days, during campaigns, events etc) and our task is to efficiently work on load peaks to deliver full info and steady services to our clients. Cutting-edge technologies like IVR Self-Service, “Single Key”, WFM Teleopti allow to employ resources of the contact center in a more efficient manner and add to the service quality,” shared Nаtаlіya Іzmаylоvа, head of the contact center, UkrSibbank BNP Paribas Group. “UkrSIbbank’s contact center was repeatedly named the best among hot-lines operating in the financial market, which is our major pride. We will further pursue positive changes, so that each client approaching our contact center could quickly get the answer he needs”.