Metcombank Has Russia’s Best Call Center Operators

13 November 2019 (09:25)

UrBC, Yekaterinburg, November 13, 2019. Metcombank’s call center operators proved Russia’s No. 1 according to NAUMEN.

According to the bank’s press service, NAUMEN, a company that specializes in information management solutions, recently carried the findings of its research on the availability of and quality of customer service at major Russian banks’ call centers in 2019.

‘Among Russian banks with under RUB 100bn worth of assets, Metcombank topped the rating in terms of both availability and quality, with 100% of customer calls made by NAUMEN representatives getting processed in under 90 seconds and with 100% of issues resolved within the first call,’ the press service says.

The research continued between September 4 and September 10, 2019 and involved 4,000+ calls to help centers of 142 Russian banks which top the national ratings in terms of net asset worth.

Now Metcombank is one of the Urals’ largest banks; the business was set up in Kamensk-Uralsky in 1993. Since then, the bank has expanded considerably, introducing branches and offline service points in Yekaterinburg, Kamensk-Uralsky, Moscow, and Saratov. In April 2019, Moody's Investors Service affirmed Metcombank’s long-term Issuer Default Rating at B2 for both national and foreign currency, with Stable rating outlook. In June 2019, the Russian agency AKRA affirmed the bank’s rating at BBB-(ru), with Stable rating outlook.

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