Customer-friendly Contact Centre Provident Polska is awarded the European Quality Services Certificate
Provident, the leader of the Polish cash loans market, is focused on quality customer service. The company has been awarded a certificate of conformity with the European quality management standard for its Customer Contact Centre.
Remote communication channels, such as telephone, internet, text message, email and letter are convenient and most often the first forms of customer contact with the company. Good organisation and the reliable knowledge of all staff are important elements in building the image of the company and for improving the quality of services. Therefore, Provident is focused on its customer service resources. In order to improve its offering, the company has implemented varied and customer-tailored remote service channels in both sales and after-sales. The first is dedicated to customers who have never used the services of the company and are interested in its products, and the second is for active customers. Here, consultants help customers with successive loans, the details of agreements, loan repayments, changes of personal data and complaints.
What we care most about is customers are satisfied with our products
and services. Before we present any proposals, we carefully analyse the actual needs and possibilities of the customer. That’s why we provide the opportunity to contact Provident via several independent channels. Comments or questions about loans can be sent to advisors, the call centre or simply by writing us an email or traditional letter. We are pleased that the effects of these actions have been underwritten by the Quality Certificate, – says Martyna Adamczyk, Director of Customer Service Department.
We are developing with our customers in mind
Provident, using modern tools, has met the requirements specified in EN 15838 and has been awarded a European quality certificate. It sets specific standards for the quality of services provided by the Contact Centre and establishes an effective management system.
According to the study – Loyalty and Satisfaction of Provident Customers – carried out in 2013 by Millward Brown, the company’s telephone support enjoys a very good reputation among almost 95% of customers. The high ratings apply to both staff attitudes (courtesy, willingness to help, competence) as well as ease of contact.
It always impresses me the way in which, with the appropriate commitment of management and understanding of the standard’s logic, its requirements can be translated into concrete and customer-friendly solutions. This also happened in the case of Provident, where, for example the payment monitoring process is carried out in a very open and positive way for customers, with full respect for their privacy, - says Krzysztof Gawecki Lead Auditor SGS Poland.
The EN 15838 standard was developed by ECCCO (the European Confederation of Contact Centre Organisations) for the European Commission in 2009.
Basic information about Provident Polska S.A.
Provident Polska S.A. is part of the financial group International Personal Finance. The company is listed on the London Stock Exchange, and also – as part of parallel listings – on the Warsaw Stock Exchange. The company currently provides serves to customers in eight countries: Poland, the Czech Republic, Slovakia, Hungary, Mexico, Romania, Lithuania and Bulgaria.
Provident has been operating in Poland since 1997 and is the largest company incorporated within International Personal Finance. The company specialises in providing fast loans in the customer’s home. Provident also provides financing to micro-enterprises.