Presenting the results of a yearly study looking at the availability and service quality offered by contact centers at Russian banks

A business breakfast was held in Moscow on October 28 at which NODA presented the results of its third yearly study of Russian bank contact centers. Guests at the event included more than 50 bank directors responsible for providing phone service to their clients.

During the 2015 study a group of operators at GRAN, an outsourcing contact center, made 3600 calls to measure wait times. Once the operators at the bank contact centers answered, they were asked a number of standard questions regarding banking products and services. The statistics were compiled using Noda Contact Center.

Ultimately it turned out that it was somewhat easier to get through to a specialist at a bank contact center last year. In 2015 66% of calls were answered within 1.5 minutes; in 2014 that number was 72%. On the other hand, the chances of getting a consultation (answers to the control questions) were generally the same: 65% of instances in 2014 were successful, while 62% of them were in 2015.

Contact centers belonging to 120 retail banks were included in the study, which was built on metrics NODA has spent years honing. Each number received three series of test calls every day over the course of a week—one in the morning, another in the afternoon, and a third in the evening. All operator conversations were recorded and stored using Noda Contact Center. The calls were made by a professional outsourcing center, lending strong validity to the results. The conclusions drawn during the study allow NODA to offer banks unique and strictly confidential access to statistics and conversation recordings: each bank received a personalized report that detailed their service and the way the test calls were processed.

NODA has been active in the financial sector since 2001, offering solutions for banks, insurance companies, and collection agencies. Noda Contact Center has earned a strong professional reputation in the industry and is the first piece of Russian software to be included in 2015 Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide, doing so as an honorable mention.