Ipoteka Bank OTP Group Opens New Contact Center in Fergana — Faster, More Convenient, and Closer to Customers

Ipoteka Bank OTP Group has opened a new, modern contact center in Fergana, which will become a key driver in improving the quality of customer service throughout the country. The center is equipped with advanced technologies and unites over 80 qualified specialists who assist thousands of the bank’s customers daily.

This contact center is a crucial step in developing customer service, enhancing the speed of request processing, and providing a personalized approach to each client. The center operates 24/7, offering consultations on the bank’s products and services, as well as resolving arising issues. The contact center is part of Ipoteka Bank OTP Group’s strategy focused on digital transformation and increasing transparency in financial services, helping to reduce the workload on branches and improve the overall customer experience. The opening of the contact center in Fergana has made a significant contribution to the local economy by creating more than 80 new jobs and providing opportunities for professional growth to local specialists.

What will change for customers:
- Faster processing of requests and shorter waiting times.
- Convenient options for consultations via phone and online.
- Increased security and comfort with every interaction.

Currently, over 90% of calls are answered within the first 20 seconds, significantly exceeding the average benchmark for contact centers in the market.

“For us, this is not just a new office — it is a step towards the future of customer service. We do everything to make every interaction with the bank simple, fast, and pleasant,” said Lidiya Marko, Head of the Customer Service Directorate at Ipoteka Bank OTP Group.

The opening of the contact center is an important milestone not only for customers but also for the region: the bank has created dozens of new jobs and continues to implement digital solutions, bringing banking services closer to every customer. Ipoteka Bank OTP Group strengthens its position as a leader in customer service by opening new opportunities for users across the country.