The Otkrytiye investment bank improves indicators of collection activity by implementing solution of contact center

The Infratel company carried out implementation of the software solution Infra Call Center for management of outgoing and incoming calls in management of SOFT Collection of Otkrytiye Bank.

Result

"We could process in 5 times more of loan agreements, without broadening the state. Achieved the managed growth of efficiency and significantly increased quality of processing of the entering addresses", - the chief risk manager, the head of the department of work with problem debt Fedor Sytin noted project deliverables.

Only automation of outgoing calls when a system itself rings out the list of clients and includes the employee in a conversation if the client picked up the phone, could increase performance of work of department by 2.5 times.

"Employees of the bank write the message and start call-down on the selected clients. If the offer is interesting to the client, he right there unites to the manager, - mister Sytin explained. - The bank achieved that any incoming call is not lost. Understanding of that how many arrives calls and to what time how many from them it is lost what duration of waiting what average time of a conversation and that was a reason for the address, allowed to make reasoned decision on redistribution of operators for work with incoming calls".

Details

The warning system about problems with the level of service allows to transfer instantly operators from outgoing calls on entering when it is required.

"We are happy with results. They exceeded our expectations. It is a necessary step for successful work of collection department", - the chief risk manager emphasized.