Voice Contact Center supports BIK customer service

A company from OEX Group has started a project for the Biuro Informacji Kredytowej (BIK) – the largest organisation in Poland that stores and provides data on credits. Under the contract, Voice Contact Center provides phone contact service support for the retail customers of BIK.

The service provided by Voice Contact Center supplements activities performed by the Customer Service Centre of the BIK Group. Consultants from OEX Group respond to questions asked by customers calling a help line, provide information on products, and help in log-in and registration processes. The project is implemented in the Voice Contact Center branch located in the City of Łódź.

“Thousands of natural persons and small companies contact the BIK help desk every day. Most conversations are by e-mail, but in order to ensure the appropriate quality of customer service we have decided to use the support of an external partner” says Marcin Ledworowski, the Head of COK from the Biuro Informacji Kredytowej.

As part of cooperation, Voice Contact Center consultants dealing with the project have undergone trainings run by BIK specialists in the field of credit information and customer service techniques.

“The supplementary contact center guarantees the continuity of customer service, even in case of large traffic fluctuations on the help desk. In addition to picking up calls, we also ensure an appropriate service standard that suits customer’s needs” says Ewa Depta, a member of the Management Board of Voice Contact Center.

In May 2018, Voice Contact Center received for its customer service project a prestigious award “Złota Słuchawka” as the only contact center.

The Biuro Informacji Kredytowej stored and provided data on credit history related to the customers of banks, credit unions, i.e. the entire credit market in Polan, for more than 20 years. It offers the largest database regarding credits and non-bank loans granted to individual customers and enterprises in Poland. The Bureau holds information on 148 mn accounts held by 24.3 mn individual customers as well as information on the credit history of a total of 1.2 mn companies,farmers, and other entities, including about 757 thousand of micro enterprises.

Through www.bik.pl, the Bureau allows individual customers to monitor their own credit history, and BIK Alerts help to protect customers against obtaining a credit under false pretences or a default in payment. BIK fulfils a social role as well, e.g. by initiating educational campaign “Nieskradzione.pl” which aims at stressing the need to protect your own personal data.