Consultative support of bank clients, appointments, outgoing calls for the purpose of informing if necessary.
Project “PinFin – 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;