Based on an annual survey of the contact centres of Russian banks, Center-invest Bank has leading positions for service levels using digital channels and instant messaging apps.

The survey was conducted by the company NAUMEN and covered 103 retail banks with leading positions for size of assets (based on Bank of Russia data). It assessed the different aspects of the contact centres’ work, the level of activity using digital channels, and the level of penetration of virtual assistants (chatbots and voice-activated assistants).

Center-invest Bank’s contact centre engages with customers via seven digital channels. In the first 10 months of 2021, our specialists handled over 117,000 customer contacts. Such high numbers for digital customer service put Center-invest Bank first in its group.

“Digital communication channels are becoming an important means of engaging with customers, and we are working to increase our accessibility and be contactable 24/7,” says Boris Kuznetsov, head of Center-invest Bank’s contact centre. “We gained vast experience from distance working and the restrictions, and a new impetus to develop self-service options and digitalise communications with retail and business customers.”

Center-invest Bank’s social network accounts have 42,000 subscribers and regularly feature among Russia’s largest and most active. For Q3 2021, in the Brobank.ru rating of social networks activity, the bank’s page ranked 5^th for the social network Odnoklassniki and 4^th for Twitter.  

The high service levels using digital channels and messaging apps, and the growing engagement with the bank’s social networks, demonstrate the openness of the company and show that it has an effective and balanced communication strategy for all stakeholders, incorporating both digital and offline channels.