Asteros upgraded Sberbank's call center in Ukraine

Aug 20, 2013

Asteros Ukraine, part of the Asteros Group, completed upgrades to the local call center of SBERBANK OF RUSSIA's Ukrainian subsidiary. The project was carried out as part of a program to improve the quality of the bank's customer service.

SBERBANK OF RUSSIA in Ukraine is a universal commercial bank that provides a full range of services to all types of customers. As a 100% subsidiary of Sberbank of Russia, the Ukrainian bank is considered to be one of the largest banks in the country according to the classification of the National Bank of Ukraine and is in eighth place in terms of assets. At the end of 2012, SBERBANK OF RUSSIA initiated a project to develop and increase the functionality of its call center as part of making banking services more efficient and accessible for its customers. Asteros Ukraine was chosen as partner for this project.

The call center receives over 120,000 calls each month. Continuously maintaining a high level of customer service, the bank gave us the task of updating and expanding the call center's functional capabilities within a very tight timetable. It was also understood that the call center's operations would not be put on hold during renovations so we had to minimize any of the client's operational risks while implementing new systems in the call center's IT infrastructure, noted Svetlana Katkova, Vice President of Asteros business development in Ukraine.

In order to achieve these goals, Asteros decided to install a package of Avaya systems and integrate them with the bank's existing Oracle Siebel CRM system. The Avaya Proactive Contact outbound calling system, the Avaya Private Automatic Branch eXchange (PABX), the Avaya Call Center Elite software package for automatic call distribution, the Avaya Application Enablement Services CTI server, the Avaya Interaction Center smart call-routing system, the Avaya Voice Portal interactive voice response system and other solutions were chosen.

As part of the project, professionals from Asteros Ukraine provided a full range of services: everything from delivering and installing equipment to integrating the new solutions with the bank's existing corporate systems and automating several of the call center's new workflows.

As a result, the bank was able to reduce the average call-processing time per agent by 15% and automate the interactive self-service voice menu which provides customers with on-line access to banking products and services.

Due to the fast-paced growth of business in Ukraine, we have now already decided to prepare our platform for dealing with an increased number of calls to the bank's call center. This project has resulted in a higher quality of customer service due to shorter call waiting times, smart call routing, call prioritization and the possibility of completing standard operations without connecting to the agent, commented Anatoliy Sidko, Head of Project Management at SBERBANK OF RUSSIA.

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