The quality of work at Russian banks’ call centers has fallen to the worst level in five years, the study showed. The proportion of calls where the problem was resolved on the first try decreased and the time spent waiting for a response increased.
Contact center software developer Naumen conducted a study on call center quality and shared its results with Kommersant.
The proportion of calls to call centers in which the customer’s problem was resolved on the first try fell to 92% in 2022. At the same time, customers began to wait longer for a response to the call: the proportion of calls in those that received a response within the first 90 seconds decreased to 69%.
Explaining the reasons for the decline in service quality, analysts speak of increasingly difficult tasks: operators must answer questions about the operation of SWIFT, money transfers abroad, sanctions restrictions on the operation of bank cards and others.
Most of the bank’s customers prefer to resolve problems over the phone by calling the organization’s call center, according to the study results. The proportion of calls to the contact center represents approximately 60% of calls to banks.
Author:
Kirill Bilyk
Source: RB
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