On July 6, 2022, Frank RG held the  Frank Contact Centers Award 2022. The Contact Center of UniCredit Bank has been recognized as the winner in the category "The Fastest Dealing with Customer Issues in a Call Center". An award for the best bank contact centers was given for the first time as the result of a large-scale study of communications between banks and their individual customers by Frank RG "The Best Bank Contact Centers in Russia 2022".

The contact center is one of the fastest and most convenient communication channels between a client and a bank to resolve any issues that may arrive without the need for the customer to visit a branch. At UniCredit Bank the average response time to a customer by phone is 28 seconds, via chat — 45 seconds, via the UniCredit Prime Club phone line — 9 seconds, and via a special line for SMEs — 20 seconds. The most popular client questions are related to using Mobile.UniCredit app (consultation, recovery/provision of access), card products (balance, account movement, terms of issue/reissue and terms of service packages), current loan products (current debt, order repayment, partial and full repayment).

Lyudmila Urbanovich, Member of the Management Board of UniCredit Bank commented: “Nowadays many banks offer rather similar range of services, products and terms, so the quality and duration of cooperation between the client and the bank depend on effective and timely communication and a speedy resolution to issues identified. The stable loyalty of customers to the organization strongly depends on its ability to provide prompt support not only through the contact center, but also through other convenient platforms. Therefore, we pay a lot of attention to the development of multi-channel services, making them simpler, faster and more user friendly.”

Over the past year and a half, UniCredit Bank has significantly changed the format of communication with clients and made it easier to access, friendlier and clearer. UniCredit Bank's virtual assistant got a name — Milana. The voice assistant Milana solved 20% of client requests on the incoming line without the help of an operator, and in June this year the chat bot Milana independently answered 10% of requests. UniCredit Bank will not stop here but will continue to improve multi-channel banking service.