Internship Leads to Better Service in Georgia’s Banking Sector
Clients of TBC Bank in Georgia now have better access to information thanks to Nino Gachechiladze’s participation in the USAID’s Community Connections (CC) Business program. Gachechiladze, the director of TBC Bank’s call center, enrolled in the program to learn how to better support the management and operation of call centers. During a five-week internship in Detroit, Michigan, she had the opportunity to intern in the call centers of several large financial institutions, including AAA insurance, Fidelity Bank, and the Ukrainian Credit Union.
Upon her return from the U.S., Gachechiladze actively started to put her new experiences to work. Based on ideas she proposed to TBC Bank management, the bank added a new call center department in January. Clients are now able to access a variety of services by telephone, including obtain information about bank transfers, their accounts, exchange rates, utility payments, credit cards, and open new accounts.
This type of personalized phone service is new to Georgia. Gachechiladze credits her CC internship with providing the support she needed to bring this innovation home. “The five weeks I had at leading U.S. companies’ call centers were extremely beneficial. Georgia’s call center services needed further development, and this was an excellent opportunity for me to learn about new methods and practices that are in use in the United States.”
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| The TBC bank call center that Community Connection alumna Nino
Gachechiladze created |
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