BPS-Sberbank * collectively with «NOVA IT» LLC, summed up the results of more than two years of use of the Verint Quality Management automated software quality management system. The use of Verint Quality Management, its continuous improvement and development allowed the Bank to reduce the average customer service time and, as a result, improve the quality of customer satisfaction of banking services.
Today one of the main tasks of BPS-Sberbank is to assist in achieving the goals, desires and needs of its customers. The first acquaintance with the financial structure is often carried out through the Contact Center, which has a great influence on the formation of the Bank’s reputation as a whole. Understanding this fact, management constantly invests in the development of a communication center both from the side of clients and from the point of view of organizing internal processes.
«The implementation of the Verint Quality Management solution allows to automate the quality management process from the beginning to the end, – said Dmitry Romanyuk, Head of NOVA IT practice. – It is possible to select and evaluate a sufficiently large number of communications through different channels with this solution. So that makes the quality management process the most effective for the BPS-Sberbank».
«Verint system allowed to automate quality control processes. As a result, we have the opportunity to effectively evaluate the work of the staff and receive feedback from customers about the quality of the provided services and about the business as a whole, shared the experience of implementing Verint Quality Management solution – the Head of the BPS-Sberbank Contact Center, Anna Litvinovich – Verint Quality Management solution allows you to automatically sample the recorded conversations and chat messages according to specified criteria for a more accurate assessment of quality. We will expand the functionality of the system used, with an emphasis on analytics conversations. This will make the process of customer service even more efficient and quality».
*BPS-Sberbank OJSC is one of the largest banks in Belarus in terms of assets. The net profit of the bank in 2017 according to NSFO amounted to 85.2 million rubles with a return on equity of 17.3%. The amount of the regulatory capital of the bank amounted to 666.2 million rubles, having increased in 2017 by 105.3 million rubles
The Bank’s Contact Center is a multiple winner and prize-winner of the Crystal Headset international professional competitions (RF) and Dzwinner (Ukraine), holder of the Certificate of Compliance with the international industry standard EN 15838 (International Institute of Certification of Contact Centers).
The main shareholder of OJSC BPS-Sberbank is PJSC Sberbank (98.43% of shares).