07.09.2007 /Technology
 "UkrSibbank" launches new Contact Centre
New and modern Contact Centre Cisco has started to operate in JSCIB “UkrSibbank”. This launching resulted from the Bank’s cooperation with Incom Corporation. “We always suggest a solution, which can fully satisfy our client’s needs. In support, this is a possibility to use solutions from three top-ranked international producers and nearly 30 successfully realized projects in Ukraine, said Lyudmila Burakova, Sales Manager of the Software Systems Department of Incom Corporation. – For “UkrSibbank” we offered Cisco IP Contact Center Enterprise Edition (IPCC), esteeming such solution the most functionally suitable for the Bank and assuming that Cisco equipment gained widespread acceptance in the Bank’s data transmission networks and gave a good account of itself in 10 existing call processing centers of Cetelem/BNP Paribas Group, strategic investor of “UkrSibbank”. New Contact Centre works 24-hours a day, 7 days a week. A client can be advised here in Ukrainian, Russian and English. Each day Contact Centre operators process up to 3000 calls, every fifth is processed in automatic mode by IVR system. With the help of the voice menu interactive system, the Bank’s clients may be informed about exchange rates, account balance, outstanding amount, listen to the information on products and services in the automatic mode. “The Contact Centre Cisco IPCC in «UkrSibbank» is an effective mechanism, which will help the Bank not only increase the speed and quality of client’s claims processing, but also organize a single point of information distribution concerning campaigns and services. This solution allows to keep constant clients’ feedback, measure the quality of custom care and strive for scaling-up their satisfaction and loyalty. This is extremely important in conditions of growing competition on the Ukrainian banking market”, - considers Vladimir Orlov, Vice Director of Cisco Representative Office in Ukraine. The Contact Centre is responsible for mass communication both with potential and existing clients. As of today, the mission of the Contact Centre unites four independent trends, outlined Nàtàl³ya Izmàylîvà, Head of the Contact Centre of JSCIB “UkrSibbank”. Firstly, this is a centralized call centre, where clients may learn about all the services for individuals and legal entities, then-current campaigns, necessary documents and requirements to borrowers, find out the address of the nearest outlet or ATM, check a card account, get emergency help on payments cards and also express their wishes concerning the Bank’s service improvement. At that, all claims are registered and promptly considered. Secondly, this is a telemarketing service, dealing with different polling, database compiling, service offering, arranging meetings with specialists at the outlets, etc. For example, for the first six months of the year 2007, Contact Centre employees organized 606 meetings due to which there have been rendered loans in the amount of $3.5mln. Thirdly, the Contact Centre processes car loan applications and makes a credit decision within 30 minutes, while a client is still in auto showroom or at the outlet. This year, on the basis of preliminary decisions of the Contact Centre Credit Committee and carried out scoring, more than 10 500 applications have been considered, and car loans in the amount of up to $75mln have been rendered. In the framework of the Credit Card for Middle Class Project 26 664 applications have been processed and more than 15 000 overdrafts/credit cards have been issued. And finally, the Contact Centre works with debtors, reminding clients of forthcoming repayment term and informing about the outstanding amount and its repayment procedure. “UkrSibbank” pays much attention to clients’ information support. Old system did not meet the increasing requirements of the Bank and also restrained the development of additional services. Guess work without software and statistics, call losses up to 45% during promo campaigns showed the necessity of creation separate entity, equipped with up-to-date soft- and hardware system, - continued Nàtàl³ya Izmàylîvà . – Use of all possible means of communication and the quality of work of new Contact Centre contribute to effective cooperation between the Bank and clients, meeting current demands and forecasting the future, that allows the Bank to raise up the standard of client service on the new level”. Contact Centre in figures: At present 110 operators are working in the Contact Centre Daily every employee of the Contact Centre: - Accepts over 150 incoming calls,
- Makes up to 100 outgoing calls,
- Processes up to 20 scoring loan applications,
- Blocks/unblocks up to 180 payment cards.
The biggest amount of calls, accepted by one operator per shift is 310. Average duration of conversation is 1.5 minutes. The longest recorded conversation with a client was lasting 43 minutes. The shortest conversation with a client was lasting 11 seconds. Average time of client holding-on – 15 seconds. Contact Centre phone number: 8 800 5005 800. All calls from fixed phones within Ukraine are free or charge. Reference: Incom Corporation (www.incom.ua) – first-rate Ukrainian IT company that offers a full range of services in the sphere of information technology integration, including business solutions, IT consulting, enterprises’ security, data storage servers and systems, networks and telecommunications and also training and certification of IT specialists. “Incom” is a unique IT company on the Ukrainian market represented by 30 affiliated branches in the biggest cities of Ukraine and, consequently, it is ready to meet service demands for its customers within short terms in every part of Ukraine. Incom Corporation dates back to the year 1990. JSCIB «UkrSibbank» (www.ukrsibbank.com) was registered on June 18, 1990. The Bank has a full NBU license ¹ 75 dated December 24, 2001 on banking. As of 01.08.2007: net assets – UAH 30.6 bln, capital – UAH 3.5 bln, loan and investment portfolio makes up UAH 26.7 bln, corporate clients’ funds – UAH 4.6 bln, individuals’ funds – UAH 3.9 bln. At present regional network amounts to 1000 branches and outlets nationwide. 69 thousand Ukraine’s businesses are customers of JSCIB “UkrSibbank”, number of individuals’ accounts exceeds 2.9 mln. In April 2006 it was closed a deal on BNP Paribas purchase of 51% of shares in JSCIB “UkrSibbank”. BNP Paribas (www.bnpparibas.com) is a European leader on baking and financial market with significant and expanding presence in the USA and leading positions in Asia. The Group is one of the largest world’s banking networks, which is operating n more than 85 countries. Headcount of BNP Paribas exceeds 140 000 employees, including some 110 000 of them throughout Europe. BNP Paribas is a leader developing three key directions: corporate and investment banking, asset management and retail banking Press-center of JSCIB «UkrSibbank»:
Lilija Bevzjuk +38 (044) 537 49 18 bevzuik@ukrsibbank.com
Tatjana Shikerjavaja +38 (044) 201 22 71 T_Shikerjavaja@ukrsibbank.com
Victoria Pashevskaja +38 (044) 201 22 71 V_pashchevskaya@ukrsibbank.com
Yulia Kil’mukhametova +38 (044) 201 22 71 julia.kilmukhametova@ukrsibbank.com Cisco Cisco is a world leader in the field of network technologies, changing means of human interaction, communication and cooperation. Information concerning solutions, technologies and current activity of the company is available on the web-sites www.cisco.ua, www.cisco.ru and www.cisco.com. For more information, please, contact:
Nataliya Lysenko, Marketing and PR Manager Cisco Representative Office in Ukraine
Tel.: +38 (044) 490-36-00, nalysenk@cisco.com
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