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


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;

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;