Project “CarFin – service for electronic accounting reporting, obtaining and renewing Car keys online”

Consultative support of bank clients, appointments, outgoing calls for the purpose of informing if necessary.

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Project specifics:

  • 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;
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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;

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