Consultative support of bank clients, appointments, outgoing calls for the purpose of informing if necessary.
Project “AntFin – service for keeping electronic accounting reports, obtaining and renewing EDS keys online”


Project specifics:
- working with bank processing and personal data of clients;
- the initial contract with the bank was signed for a period of 2 years;
- project staff – 1,500 employees;
- the amount of incoming traffic – up to 68,000 requests per day;
- the age of subscribers is 45+, which implies additional nuances, since this age group is not among the active users of online banking, does not understand how to use and fill out web forms, and also often does not have access to the Internet;

The main tasks of the Cartli Call Center:
- consultation of subscribers on the use of banking products;
- registration of new users on the bank’s web resource;
- registration of clients for an appointment with the bank manager, taking into account the visiting address convenient for the client, the work schedule and the workload of a particular branch;
- assistance to clients when filling out web forms and online forms, step-by-step support over the phone;
- recording of frequently asked questions, formation of an additional information base;
- analysis of application statistics, formation of categories, introduction of proposals to improve service for customers based on the data obtained during the analysis;
- outgoing calls to subscribers for the purpose of meeting reminders, possible postponement of the meeting, additional consultation in case of new circumstances regarding the client;
- informing responsible contact persons from the bank about cases of improper customer service by branch employees, customer complaints and wishes;

Process of project preparation and implementation:
- technical part – setting up a secure information transmission channel, installing the necessary software on the work machines of the CC employees, setting up logins of different levels of access for project operators and supervisors;
- integrating the bank’s telephony, setting up detailed online traffic monitoring and generating detailed reports at selected time intervals;
- selection of operators according to the necessary qualifications of the customer;
- verification of operators by the bank’s security service with mandatory confirmation of candidacies;
- formation of personnel groups of 15-20 employees with the appointment of a supervisor for each group;
- training of the operator and supervisor department in accordance with the approved knowledge base;
- checking the level of training of the operator and supervisor department;
- starting the project in the mode of testing and constant updating of the knowledge base, functionality, expanding the competence of the employees of the Center;
- development of correct work schedules in accordance with the results of call reception analytics;
- making recommendations for improving the level of customer service, their discussion and implementation;

What result did the customer get?
- unloading of the bank’s internal CC by forwarding 100% of calls to the staff of the CC, forwarding to employees of the internal CC – only calls that go beyond the competence of Cartli employees;
- optimization of the operation of the bank’s telephone lines, analysis of hourly line load, formation of the work schedule of the employees of the central office and the internal central office of the bank;
- independent audit of the work of bank employees by collecting feedback from customers about visits to branches;
- step-by-step support for each client from the moment of the first application to the complete resolution of the issue;
- monitoring the speed of the bank’s crm system at peak load, reports on the nuances of work during peak hours;
- recommendations for filling the site with the aim of more accessible information to the client online and, as a result, reducing the load in the form of telephone calls;
- stabilization of incoming traffic to a significant reduction in size, transfer of the finished project to the direct management of the bank;