UrBC, Yekaterinburg, March 26, 2018. The Ural Bank for Reconstruction & Development’s Customer Care Team won the second prize in Crystal Headset Contest as the Best Feedback & Complaints Team.

Crystal Headset is an established contact center and customer care center contest. The judges’ panel had to assess nearly three hundred companies in 2017/2018, which proved a record-setting number in the history of the event. The contesting companies operate in Russia, Belarus, Ukraine, Kazakhstan, and Kyrgyzstan; they all submitted their applications and essays for consideration,’ the bank’s press service reports.

The UBRD Customer Care team was set up in December 2016 as part of the bank’s Strategy 2020, which focuses heavily on improving customer service. The team’s primary function is to process customer complaints and queries coming in from call centers, social networks, forums, and emails and to introduce changes to the bank’s business process and products based on customer feedback. This new approach to customer feedback administration proved very efficient: last year, some fifty plus changes were made to the UBRD products and services (including the bank’s fee policy) following customers’ proposals and complaints.

The UBRD is also one of the top five banks on sravni.ru’s customer rating (it was given the fourth position on the list) and one of the top twenty banks according to bank.ru (it was given the sixteenth position in 2017, which is twenty-one positions better than one year previously).