On March 19, dedicated to clients, MBANK opened the doors of its contact center for media representatives — one of the few places where access is usually restricted. The ban on the use of phones and other gadgets is explained by the need to protect personal data.
The working environment in the center resembles an open office. There is a constant noise — operators' conversations with clients create a dynamic atmosphere where everyone conducts their dialogue without disturbing others.
A special attention is drawn to the mirror installed behind the operators' workstations.
According to Maxim Kalinichenko, Director of Customer Experience and Service, this innovation is designed to help operators control their emotions during communication with clients: they see their reflection and, consequently, can monitor their state. Clients do not see the employees but can catch the mood through intonation and speech pace.
The training process for new employees takes about two weeks and includes studying the bank's products, typical situations, and practicing dialogues.
In the Customer Experience and Service Department, there are about 600 employees, of which about 500 work in the contact center.
Credit Issues as the Main Load of the Contact Center
- Most often, clients reach out not with complaints but with questions about their loans. For example, a common situation is double debits: a client believes they have paid off a loan but notices a repeated debit.
The main reason lies in the fact that the payment must be made by 16:00 on the repayment day. If the funds arrive later, the system may automatically process the debit the next day, which is perceived by the client as an error.
Although the money is returned, this process takes time and requires filing a request, which undergoes verification.
Unfortunately, many clients are not familiar with the terms.
For example, when purchasing airline tickets, people often do not read the contract and are surprised why they do not receive a refund if they miss their flight. Similar rules apply in the banking sector.
Restrictions as a Protective Measure
- Another frequent topic of inquiries is the restrictions imposed for the safety of clients.
For instance, we have prohibited access to the application from new devices. Even if a fraudster gains access to the password and code from SMS, they will not be able to log into the system. This measure has reduced the level of fraud by more than 90%.
We are also required to confirm loans for amounts over 100,000 soms by contacting the client. If no response is received, the application is canceled.
Nevertheless, fraudsters try to bypass these measures by applying for loans of 99,999 soms.
In response, the bank sometimes initiates checks on lower amounts if resources allow.
Anti-Fraud: Proactive Approach
- We have a specialized team dedicated to preventing fraud.
The work has changed: now we more often call clients ourselves if the system detects suspicious activity.
If atypical operations are noticed, such as sharp transfers, we can restrict access and immediately contact the client for clarification.
Additionally, there is a group of analysts who study operations and pass on suspicious cases for further verification.
New Fraud Schemes
- In recent years, the nature of fraud has changed. Previously, it involved technical schemes, but now fraudsters use pressure tactics.
They call people, posing as government officials, and force them to take out loans.
To identify such cases, the bank has introduced a questionnaire that asks clients about pressure and manipulation.
This often helps: many start filling out the questionnaire and realize that something is wrong.
However, there are cases where a client, despite suspicions, takes out a loan and then returns with problems.
Who Falls into the Traps of Fraudsters
- There is a myth that mainly elderly people become victims, but this is not entirely true.
Fraudsters act randomly, not knowing who has money, and in most cases, the victims are those who take out loans under pressure.
The Myth of "Data Leaks"
- There are no proven cases of bank employees being involved in fraud. Internal control is very strict, and if something like this were to happen, it would become known.
It is easier for people to blame external factors than to acknowledge their responsibility for transfers.
Working with Delinquencies and Clients
- If a payment is not made by 16:00, the client is considered delinquent. However, the process of further interaction is not instantaneous.
A few days later, the Soft Collection team contacts the client to find out the reasons and offer solutions.
If the situation does not improve, more serious measures may be taken, including legal action.
Additionally, we may contact the contacts previously provided by the client.
Chatbot and Its Drawbacks
- Our bank has a chatbot for processing requests, but the AI system is not perfect and sometimes gives incorrect answers, which we refer to as "hallucinations".
We monitor such cases and work on improvements.
Hiring Employees at MBANK
- As for vacancies, we do not post them on third-party platforms in the service department, as we receive many applications. People are aware of the contact center and service offices.
For managerial positions, we collaborate with HR and post vacancies on available platforms.
Additionally, we have a resume bank, which allows us to return to candidates later.
- It is important to note that career growth in the contact center predominantly occurs within the company.
Psychological Support for Employees
- We currently do not have a staff psychologist, but there is a demand for such assistance. We conduct regular eNPS surveys to assess employee loyalty, and following the latest survey, many requests for psychological support were received.
- We are considering the possibility of bringing in an external specialist to enhance the comfort of communication with our employees.
Handling Client Complaints
- Yes, clients complain about employees, and this is a normal part of the job. Complaints come through both calls and surveys in the application.
Since January, we have updated the system, and clients can leave more detailed comments.
- Each case is checked, and if the complaint is confirmed, the employee may receive a low rating, which can affect their bonuses.
"Red Lines": What Leads to Dismissal
- There are moments that are unacceptable for us, such as insulting a client. In such cases, this can lead not only to the loss of bonuses but also to dismissal.
The use of profanity is also punished more severely, up to dismissal and investigations.
Disclosure of personal data is grounds for dismissal and possible criminal prosecution.
Working with Aggressive Clients
- We train employees to understand that clients have the right to emotions, especially in financial matters. However, if a client resorts to insults, the operator may suspend the conversation.
At the same time, employees should not respond to aggression with aggression.
Employee Turnover and Data Protection
- Employee turnover in the contact center is a normal phenomenon for mass departments. All employees are required to sign non-disclosure agreements.
Additionally, third-party applications, such as WhatsApp or Telegram, are prohibited on work computers.
Access Control: Monitoring Employee Actions
- We have a system of regular monitoring that tracks employee actions, checking why a particular client account was opened.
The employee must explain the reason for access.
If there is no explanation, a service investigation begins.
Checks are random, and employees do not know whether their actions are under control.
Automating Call Distribution
- All calls are distributed automatically based on available operators and their qualifications. For example, we have employees who work only in Kyrgyz.
This is normal, as about 60% of calls come in Kyrgyz, while 40% come in Russian.
Managers are fluent in both languages, which allows for the most efficient distribution of calls.
