Project “NumFin – service for keeping electronic accounting reports, obtaining and renewing EDS keys online”

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

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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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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;

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