UBRD Customer Support Center Gets ISO 18295 Certified

UrBC, Yekaterinburg, January 16, 2018. The Ural Bank for Reconstruction & Development’s Customer Support Center was one of Russia’s first call centers to get ISO 18295 certified; the certificate is issued by the International Contact Center Certification Institute (ICCCI).

A certificate issued by an international body is an acknowledgement of the call center’s great quality service; the certificate is currently recognized in over 160 different countries.

The UBRD applied for a certification procedure in 2015. Following a special audit, more than seventy different quality improvement steps had to be taken at the call center. For one, a new working hours procedure had to be adopted, along with a new approach to staff recruitment and training; the call center also switched to a more economically efficient operation mode, and new customer interaction protocols were introduced.

The auditors confirmed in December 2017 that the UBRD’s call center fully complied with all the international contact center requirements.

‘We adopted the bank’s development strategy for 2018-2020 with a focus on timely and good quality banking services and outstanding customer service throughout our entire communication channel network, including distance communication resources. We needed to get certified in order to understand what internal processes needed changing, so that we could make our customer interaction better and more efficient: people often make their first impression of a business from the way their first call goes,’ says UBRD Retail Sales Support Director Elena Orlova.


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