Home Credit Bank has introduced an innovative system for evaluating customer satisfaction

In order to improve service quality Home Credit Bank has introduced an innovative system for evaluating customer satisfaction the work of the Contact Centre. When a client applies to the Bank on a cell phone, he was invited to assess the performance of contact center employee, and if his or her consent, after the conversation, the system automatically calls back the customer and a pleasant female voice is conducting a survey on five key criteria: interest, friendliness, and professionalism , comprehensibility consultation and the overall impression from the conversation. In the course of the survey also found out whether one treatment is enough to Contact Center to address the issue in order to measuring the First Call Resolution. The innovative system allows you to receive regular assessment and review information about the quality of service from customers and then quickly implement improvements. Evaluation indicators are also included in the system of motivation of staff of the Contact Centre. "According to exit polls, over 70% of customers decide to my question at the first call to the Contact Centre. Most of those surveyed, estimating his impression of a call to the Bank, noted that the quality of service on the phone much higher than their expectations. A good evaluation of our work suggests that we are moving in the right direction, but we still have much to do to bring it to a solid five, "- said Peter Shulakov, Chief Operating Officer of Home Credit Bank.