In 2013 Contact-center of VTB Bank (Kazakhstan) has processed more than 247,3 thousand calls

22.01.2014 In 2013 Contact-center of Subsidiary JSC VTB Bank (Kazakhstan) has processed 247,3 thousand incoming calls, on average about 26,3 thousand call are received monthly.

Number of outgoing calls during the reporting period, in comparison with 2012, has increased 2-fold up to 324,7 thousand calls. Average talk time is 1 min. 24 sec., in the structure of selecting language of appeals, proportion of appeals in Russian amounts to - 73%, in Kazakh - 27%.

Following the results of consultations and meetings with experts of the Bank in 2013 related to following products «Cash loans», «Mortgage», «Auto loan», 795 loans totaling more than 1,3 billion tenge were issued, increment of the number of loans in comparison with 2012 has amounted to - 36,5%.

Gulmayra Momynova, Head of the Office of Customer Service of JSC VTB Bank (Kazakhstan): «The conducted analysis of the work of Contact-center has shown that the Bank receives more feedback from customers. So, if in 2012 number of appeals to the website of the Bank has amounted to 2,3 thousand appeals, in 2013 this index has increased up to 27,6 thousand. Within the framework of work on improvement of customer service quality and increase of loyalty, we aim to reduce the number of «lost» calls, as well as conduct ongoing work to improve qualification of operators of the Bank».

Contact-center of VTB Bank (Kazakhstan) started working in 2011. The staff provides detailed consultations on banking products and services, congratulates customers on birthdays and reminds of day of loan repayment by telephone and via Internet.

For reference:
SO JCS VTB Bank (Kazakhstan) - is 100% subsidiary Bank of the largest Russian VTB Bank OJSC. License of the FSA of the RK No. 1.1.259 dated 22.05.2009. The Bank was assigned international rating at the «BBB-» / «Stable» forecast level from Standard & Poor’s Agency that indicates its positive and stable financial condition. VTB Bank and its subsidiaries form international financial group which conducts its activities in Russian and foreign markets. VTB Group consists of more than 30 banks and financial companies in 20 countries of the CIS, Europe, Asia and Africa. The major shareholder of VTB – is the Government of the Russian Federation (60,9%). VTB Group provides full range of financial services, including bank servicing of private and corporate customers, investment and banking and additional financial services including leasing, factoring, insurance and pension coverage.