OREANDA-NEWS. December 15, 2011. By results of the annual survey of quality of telephone services of banks carried out by the Ukrainian Association of Direct Marketing, Information Centre of Kreditprombank was recognized as one of the best five contact centres of Ukrainian banks. In this rating it holds the fourth place that is the evidence of high standards of servicing which are met by the employees of the bank’s call centre, their goodwill and sincere respect to customers, readiness and ability to provide the qualified consultations, reported the press-centre of Kreditprombank.

The survey covered information and reference services of 25 largest financial institutions of the country.

The goal of the survey was to analyze the quality of services of contact centres of the banks from the customer’s viewpoint. The assessment was made on the basis of the record of talk of secret shopper with operators by five groups of characteristics: basic skills, communication style, management of communication, knowledges in the area of expertise, procedural part.

The assessment criteria included all those moments that are the most important for the customers during talk with operator of the bank’s contact centre, namely: courtesy, pace of talk, competence and culture of speech, understandable explanation, provision of correct and true information, active position of operator.

The Information Centre of Kreditprombank has already for several years permanently entered into the number of the best contact centres of domestic banks. It was one of the first centres which started not only to provide the customers the information on banking services and products but to provide them as well, successfully developing itself as the alternative channel of sales.