Annual contact center costs reduced by RUB 500 million

1600
offices in Russia
38 billion
customers
78 000
employees
Problem
Lower customer satisfaction during peak time
Business is actively expanding and winning more customers.
Most customers preferred voice calls to online channels.
The contact center handled 60,000 calls a day, which resulted in high personnel costs and affected service quality.
Solution
Lower customer satisfaction during peak time
Analyzing contact center business processes (jointly with VTB 24 team)
Identifying ways to improve customer experience and reduce overall contact center expenses
Implementing an IVR system
Result
500 million rub
annual savings after implementation
< 1 year
payback period
60%
fewer calls handled by agents
2x
more effective self-service
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