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The efficiency of the Contact Centre of UniCredit Bank increased by 36%

12.10.2015

Contact Centre of UniCredit Bank improved its service quality ratio by 36%. Thus, the efficiency ratio of the unit has increased from 65% to 76% in terms of Response Rate index and from 25% to 50% in terms of Service Level index.

Positive changes became possible due to implementation of a new Interactive Intelligence platform that took place in October this year. The new software provides significant automation of business processes and wide-ranging interoperability. It also ensures cost-effective multichannel customer service.

The project has been implemented to encompass all functions of the up-to-date communication solution: handling incoming and outgoing calls, auto outgoing calls, voice menus, processing chats, emails, planning schedule and other functions. When implementing, the bank’s specialists took into account such requirements as the identification of customers by phone and safekeeping their personal data, as well as the language the client used during his/her first contact with the bank.

Please note that UniCredit Bank is constantly working to improve its services in response to the latest trends and customer feedback. To write a review and/or to submit your proposal regarding UniCredit Bank’s Contact Centre please write to: proposals.cc@unicredit.ua.

 

NOTE

Ukrsotsbank is one of the largest universal banks of Ukraine, operating in the local market since 1990. The bank offers full range of services to individuals and corporate clients.

The renovated Ukrsotsbank emerged on 31 October 2016 as a result of strategic deal whereby 99.9% of Ukrsotsbank shares have been transferred from UniCredit Group to ABH Holdings S.A. (АВНН) in exchange for a minority 9.9% stake in ABHH. Thus, the bank has combined 26-year-old traditions of Ukrsotsbank’s client-centric attitude, European quality of service inherent to UniCredit, as well as international banking expertise of ABHH in a number of European countries including CIS. Thanks to the successful synthesis and synergy of the two assets of ABHH in Ukraine, Ukrsotsbank and Alfa-Bank, the banking market of Ukraine will see the rise of a new stronger financial institution. This, in turn, will spur up technological advance, increase efficiency, improve quality of service for the clients, reduce cost of banking services whereas their range will inevitably expand.

The extensive retail network of Ukrsotsbank consists of 237 branches, its headcount reaching nearly 5 thousand employees.


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