What about call-center banks

What about call-center banks

Call-center banks have difficulty coping with the barrage of calls within a period of heightened activity consumers. Only 32% of cases operatsionistki respond to a call within 20 seconds, the December data showed "Finist research company." The remaining 68% of the citizens have to wait for answers to a few minutes, if not perezvanivat again.

Study Finist "Company" and "Hot Line" examined the work of telephone services 49 largest banks in the market (the rating RBC) for the quality of care in the pre-period. The result revealed that in December of client calls wave swept banks, and those with difficulty it broke.

Only 32% of test calls (of almost 3 thousand) operatsionistkam managed to withstand the rule a "good tone" by responding to their customers within 20 seconds, 42% of the clients had to hang on the line for up to 90 seconds. In other cases waiting delayed by more than 90 seconds, that rarely stand up to the usual customer, who, according to statistics, most often casts the tube after 40-60 seconds expectations noted in the study.

Among the leaders were on the availability of Promsvyazbank, Investsberbank, Absolut Bank - in December, they were able to process 100% of the incoming calls to them, as well as GE Money Bank, Gazprombank, Alfa-Bank, VTB 24 and the "Children" - processed approximately 85-90% calls. Champion speed reception of calls within 20 seconds capital among banks became GE Money Bank, "Russian Standard", Citibank, Rusfinance Bank, the bank "Trust", "Renaissance Capital" among regional - FIA bank, "Express-Volga" and "North penalty."

The marked deterioration in comparison with the previous year and showed Zapsibkombank Sibacadembank. December outsiders study began BSGV, Sberbank and HCFB, Cibitoke quality of telephone service. In particular, after the long waiting in a call BSGV dropped in Sberbank tube removed after 90 seconds in HKF Bank, it was difficult to call because of the employment line.

In Sberbank did not agree with the assessments. "The methodology of the study is in question, because a few months ago a similar verification results were positive, but from the point of service increased call-center" - stated there.

As noted in the study, the main factors influencing the decline in the availability of telephone services, are high expectations in the queue length, employment lines (observed in the bank "Russian Standard", Transkreditbanka, Rusfinance Bank, the bank "Trust"), extreme voice menu (Citibank , "Renaissance Capital", Bank Credit Europe), as well as the dumping of calls (KMB-Bank, Sobinbank).