CROC and Speech Technology Center (STC) have completed an integrated project involving the expansion of Gazprombank’s contact center functionality. Just four months after the IVR upgrade, the number of customers served without involving agents has increased by 36%, while the efficiency of the quality assurance team has doubled and the number of customer claims has fallen by 30%.
Every month, Gazprombank contact center agents process over 300,000 customer calls across Russia. Skilled agents promptly help individual and corporate customers in various matters, from activating/blocking credit cards to conducting financial transactions.
"In order to improve our ability to offer customers innovative and high-quality services, we engaged Speech Technology Center and CROC to comprehensively reorganize our contact center activities. Thanks to the implemented IT solutions, our customers can now, quickly and without agent assistance, get the information they need, such as the nearest branch or ATM location, working hours, services offered, etc. In addition, contact center automation allows us to control service quality online and even continuously monitor the market situation by analyzing customer requests," said Irina Larina, Head of Distant Customer Service Department, Gazprombank.
To accelerate customer call processing, CROC and Speech Technology Center expanded Gazprombank’s IVR system with speech synthesis and recognition functionality. Now, a customer can simply make a request in free form (e.g. «I want to know card balance»), without even having to press a button, and the IVR system will provide a competent consultation. «Having heard» an atypical request, the system will promptly switch a caller to a skilled agent, thus saving caller’s time and optimizing agent workload.
For better customer satisfaction, an automated quality control system was implemented at Gazprombank to record and analyze all conversations. If a customer changes voice pattern or pronounces a predefined keyword during the conversation, then the system sends real-time notifications to the quality assurance team to detect and resolve customer claims as early and professionally as possible.
In addition, the speech recording and analysis system allows the contact center manager and quality assurance team to analyze agent performance online in terms of call duration, customer vs. agent speech time, positive/negative keywords, and emotional markers (loudness, intonation, pitch). This reduces the number of repeat calls and helps to identify and eliminate root causes of long-lasting calls.
"The bank represents a complex structure in terms of business processes, comprising many mission-critical information systems and strong security requirements. When upgrading the bank’s contact center, we promptly and effectively communicated with five related departments in order to fully understand their requirements, with this project proving to be more consulting and management intensive, rather than technologically complex. Furthermore, the task was made even more challenging by the fact that customer service continuity was vital for the bank, which could not tolerate even a momentary interruption to operations. Only companies with long-term and deep expertise are capable of implementing such projects, thus making CROC the obvious choice," added Sergey Malinovsky, Head of Voice Solutions, CROC.
CROC has been working in the IT market since 1992 and is today one of the top ten IT companies (RIA Rating, Kommersant Dengi, Expert Rating Agency, 2015-2016) and the top three consulting businesses (Kommersant Dengi, Expert Rating Agency, 2016) in Russia.
CROC is the number one IT service provider in Russia (PAC, 2015), a leader in IT outsourcing (TAdviser, 2015), application management (PAC, 2015), ERP and EDMS (TAdviser, 2016), telecommunications (Expert Rating Agency, 2016), IaaS (CNews, 2016), and integrated data center, building and facility infrastructures (CNews, 2016). CROC regularly ranks among the top three Russian IT service providers to the finance (TAdviser, 2016), government (PAC, 2015), healthcare, transportation and retail (CNews, 2016), energy and manufacturing (Manufacturing Management portal, 2016) sectors.
In addition, CROC offers services based on its own commercial data centers and its public cloud, and also creates private and hybrid clouds based on either own or client data centers. Indeed, CROC is the only Russian systems integrator with a data center to have received full Tier III certification from the Uptime Institute.
For more information, please contact CROC PR team via DTKmarketing@croc.ru.
Gazprombank JSC is one of the largest universal financial institutions in Russia, offering a wide range of banking, financial, and investment products and services to corporate and private customers, financial institutions, institutional and private investors. The bank is one of the top three Russian banks by KPIs and ranks third among Central and Eastern European banks in terms of equity.
Gazprombank invests and lends to companies in major sectors of the economy: oil & gas, nuclear, chemical and petrochemical, ferrous and non-ferrous metallurgy, electric power, machine building, metal working, transportation, construction, agricultural, trade, and other industries.
Retail banking operations are also strategically important to the bank and are gradually growing, with private clients being offered a full range of services, such as credit programs, deposits, settlement operations, electronic bank cards, etc.