VTB entered the top 3 best services in Europe according to the European Contact Center & Customer Service Awards

VTB became a winner in two categories of the international program European Contact Center & Customer Service Awards. The bank's contact center took second place in the prestigious European nomination "Contact Center of the Year"*. VTB's preferred customer service team was ranked among the top three in the Best Large Customer Service Team category** and became the best in Europe among Russian banks.

“For the contact center of the bank, this is the first experience of participating in an international award of this magnitude. We adequately represented VTB in the international arena among colleagues from Europe, and among the participants from Russia in the announced nominations, we had no equal. It is especially gratifying that we achieved such high results in a difficult 2020, when the VTB contact center received a record number of requests — more than 58 million. Even now, more than 60% of customer requests are resolved automatically. Through the use of digital technologies in robotization, the expansion of voice IVR capabilities and the introduction of speech analytics, we have been able to improve the quality and efficiency of customer service. We value the client's time and are interested in increasing their loyalty to the bank,” said Olga Tsegelnaya, Head of the Customer Service Department, Vice President of VTB.

ECCCSAs is a customer service industry awards program given to organizations across Europe. ECCCSAs are highly regarded for their robust judging process and reward organizations that care about their employees, continually innovate to improve the customer experience, and operate efficiently and effectively. This year the award celebrated its 20th anniversary and showed an incredible growth of participants - more than 26 European countries have submitted their applications. Among the finalists of the award are such global brands as HSBC, Marks & Spencer, Microsoft, NHS, Playstation, Telefonica, AXA and Intuit Quickbooks and others.

Today VTB has four contact centers located in Barnaul, Voronezh, Orenburg and Cheboksary. Employees provide information services to customers, assist in resolving their issues, and sell banking products. Customer consultations are held 24/7 in the mobile application chat, as well as by phone 1000 or 8 800 100 24 24.

* translation of "Contact Center of the Year"

** translating "Best Big Customer Service Team"