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


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;

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;