The project allowed the Bank to revise plans for the development of call center and investment plans for the purchase of call center infrastructure has been rationalized on the basis of project results. [?]Proposed solutions are very valuable and practical for immediate use. Some suggestions have been applied during the project. The Bank estimates that implementation of the recommended procedures will significantly reduce call center operating costs and improve customer service with only a little effort.

Director of Customer Service Department, Raiffeisen Bank Polska S.A.