Open AccessDigitalization of the Consultation Process As One of the Ways to Improve the Quality of Work of the Bank’s Contact Center Employee
Author(s) -
L.L. Koroleva
Publication year - 2020
Publication title -
socialʹnaâ politika i sociologiâ
Language(s) - English
Resource type - Journals
ISSN - 2071-3665
DOI - 10.17922/2071-3665-2020-19-2-27-38
Subject(s) - workflow , phone , digitization , quality (philosophy) , work (physics) , process (computing) , center (category theory) , business , scripting language , order (exchange) , computer science , operations management , marketing , engineering , telecommunications , database , finance , mechanical engineering , linguistics , philosophy , chemistry , epistemology , crystallography , operating system
the article presents the primary results of digitization of the workflow of line personnel of a contact center for a retail commercial Bank. In order to improve efficiency, special digital scripts have been developed that help the Bank’s contact center specialist communicate with the client by phone in accordance with the standards approved by the organization, consistently fill out a questionnaire for consumer lending and minimize errors that lead to an increase in the complexity of the subsequent processing of the application and increase operating costs for the Bank as a whole. The results of comparisons of 2 blocks of “control procedures” with a difference in the time period are presented on the basis of the author’s methodology, which allows you to make initial conclusions after the introduction of the digitalization process in the work of contact center operators.