From January to August 2014 Contact-center of VTB Bank (Kazakhstan) has processed more than 169 thousand calls of customers. In comparison with the same period of 2013 number of calls to the help desk of the Bank has increased by 10%. On the average Contact-center handles 22 500 calls per month, the average waiting time of customers on the line does not exceed 5-10 seconds.
Having called to Contact-center by landline phone number or short number 5050 with cell phone in your region, customers are automatically routed to unified phone number of Contact-center where they receive detailed information on products
and services, working hours of offices and driving directions to branches of the Bank and they may also use the opportunity of connection to specialists of the Bank.
Since 2013 employees of Contact-center of the Bank are engaged in active sales of banking products by phone. Number of customers attracted by employees of Contact-center of the Bank increases every day. Thus, following the results of consultations and conducting preliminary calculations of Contact-center in 2014 managers of the Bank have issued 697 loans, 8 loans to small businesses, 169 credit cards and 180 deposits.
Contact-center of VTB Bank (Kazakhstan) accepts incoming calls from all over branch network of the Bank in Kazakhstan, processes questions and online-orders for credit products incoming to the web-site, works with customers who have overdue debt, reminds customers about payment of loans. In addition, since June 2012 employees of Contact-center congratulate customers of the Bank on their birthday. In order to enhance and improve the quality of service, Contact-center actively conducts surveys among customers.
SO JCS VTB Bank (Kazakhstan) - is 100% subsidiary Bank of the largest Russian OJSC VTB Bank. License of the FSA of the RK No. 1.1.259 dated 22.05.2009. The Bank was assigned international rating at the «BB+» / «Negative» forecast level from Standard & Poor’s Agency. The branch network of VTB Bank (Kazakhstan) covers 17 cities and amounts to 24 points of sales. 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%).