We really needed an efficient call center for the treatment of loan arrears. The new system has improved the productivity of the Bank’s loan collectors, with the number of daily successful calls to customers increasing 2.5-3 times. In addition, the return on loan arrears has improved by 15-20%,” says Taras Kalenyuk, Head of Risk Management Technology, OTP Bank.
CROC specialists worked on setting up the interaction of the PDS with the banking telephone system and installed an agent call recording service. At the same time, OTP Bank’s Risk Management Technology team handled the PDS integration with the collector system as well as the generation of employee efficiency reports. Reports are automatically forwarded to supervisors by email on an hourly basis. CROC completed all objectives set by the bank and the system operates in automated mode without manual intervention.
“CROC has vast experience in implementing such solutions and over the last several years we have created over 60 call centers for banks, telecom companies, retailers and collector agencies. As part of this project, for the first time we have deployed the Avaya predictive dialing system within an existing call center infrastructure with Cisco and Alcatel equipment. Thanks to the integration with key systems, agents are able to view all required customer information on screen during the call, without spending additional time searching for it. As a result, agent productivity and speed have increased while contact center expenses have fallen,” says Roman Frantov, Head of Call Center Business, CROC.
“The key to the project was a solution based on the Avaya Proactive Contact platform. Over 80% of financial, telecom and collector companies in the Russian market use the platform for early treatment of loan arrears and for telemarketing campaigns. This solution has a very short payback period because it significantly increases employee productivity,” says Alexey Krivosheev, Financial Industry Services Teamleader in Russia and CIS, Avaya.