Contact Center maib: more customer centric and focused on each employee
"Hello! How can we help you?" – is the greeting several thousand phone conversations between maib customers and the bank's Contact Center representatives begin every day.
At 1313, 24 hours a day, 7 days a week, customers are guided, advised and supported by Contact Center employees, quickly solving emergencies or temporary uncertainties regarding the performance of banking operations. In some cases, they are asked to send certain ”Thank you” messages for the way they have been served in the branches. This type of messages makes up 1% of the total number of calls, but it is the percentage that creates the best emotions when they reach employees in maib branches. 85% of all calls processed by the Contact Center are ended with the word "Thank you!", and the waiting time on the line is the KPI that the team members continuously improve. While this is still a big one, the team is focused on reducing wait times on the line and creating better experiences for maib customers.
The Contact Center is another maib subdivision recently aligned with the new brand identity – relocated to a larger space, aligned with modern standards, focused on quality service and the convenience of even the most demanding Gen Z representative.
Colorful, with inspirational phrases written on the walls, with modern software, with rooms designed for trainings, extended meetings, but also 1:1, with relaxation areas equipped with books and board games, Contact Center maib is the space where around 80 specialists carry out their work, being available to customers at a call away to serve them in the best way.
Giorgi Shagidze, maib CEO:
„Today we inaugurate the renovated Contact Center with more comfort for every employee. In this modernization project, we have focused on creating optimal working conditions so that our employees can benefit from the best conditions on the market and develop their potential which is needed to serve customers at the highest level. Every day the Contact Center team receives about 3000 calls, being a call away from our customers, whatever they do and wherever they are”.
Contact Center maib is intended for individuals and legal persons, customers and potential maib customers, who benefit from informational support according to their needs, offering them optimal solutions for any situation.
Aliona Stratan, First Deputy Chairwoman of the Management Board of maib:
„We are happy that today we can take it to the next level by investing in and modernizing the Contact Center. Developing our activity on the digital side, a key element remains the human factor, and maib wants every customer who interacts with our digital services and needs support, to be able to benefit from this support through the Contact Center. We continue to invest in the modernization and development of technologies as much as in our employees, acting on the assumption that a happy employee works tenfold to make the customer happy”.
In addition to modern working conditions, Contact Center employees now also benefit from a spacious rest area where they can spend their breaks, training and brainstorming rooms, as well as an individual feedback area, which facilitates communication in more confidential conditions.
Natalia Tarasova, Head of Contact Center Service maib:
„Contact Center is a talent factory for maib and a good kick-off in career for every colleague. We are transparent, persistent and ambitious, oriented towards the needs of both internal and external customers. Here we feel at home, work with pleasure, socialize with enthusiasm, increase our professionalism and surpass ourselves daily, with the ambition to be the best friends of maib customers when they need advice, consultation or help accessing banking services”.
Professional activity in the Contact Center offers unique opportunities for students and recent graduates to gain great experience in the banking field, benefiting from specialized trainings, coaching sessions and personal development.
Svetlana Bodaci, HR Director at maib:
„Business conditions at the workplace are a key component that we aim to continuously improve within maib. We are happy to welcome to the new home and wish good luck to the members of the Contact Center team. At the same time, we invite other colleagues to join this young, energetic, ambitious team, always customer-oriented and ready to provide quality support, while remaining focused on developing professional skills and abilities”.
The maib Contact Center team is at the disposal of maib customers and potential customers via the short phone number 1313 or at the email address info@maib.md.
Maib – together to the next level!
