Contact Center and Telecommunication Network for Raiffeisenbank

Raiffeisenbank is a subsidiary of Raiffeisen Bank International AG. The bank has been operating in Russia since 1996 offering a full range of services to retail and corporate customers, both resident and non-resident. It is widely regarded as one of the most stable and reliable banks operating in Russia and it has consistently enjoyed high ratings from rating companies.

A few years ago in an attempt to strengthen its position as one of the leading universal banks on the Russian market, the company decided to improve the efficiency and effectiveness of its contact center. In a competitive bid, Raiffeisenbank chose BELTEL for the job. Our solution was to install Altitude uCI, an automatic system for predictive dialing, which enables automatic dialing and significantly increases the utilization of telephone operator staff by minimizing the time that they wait between conversations. The new system has allowed the bank to keep operator staff utilized for more than 95% of their time, increasing labor efficiency by almost 30% and reducing idle time to less than 5%.

Praising the new system, Head of the Collection Division Tomas Kouchera said, “Thanks to the introduction of Altitude technology we have been able to increase our efficiency and achieve excellent and tangible results.”