Sovcombank implements technologies of contact center

On December 17, 2013 the Neoflex company announced completion of optimization of work with arrears in Sovcombank.

Project Progress

The Neoflex company acted as the general contractor of the project on integration of the IP telephony and the system of work with arrears. Thanks to the implemented technology, performance of call center of Sovcombank significantly increased.

The created solution allows to perform automatically calls by lists of debtors of Sovcombank through a predictive-system. At the time of connection setup the call is readdressed to the first free call center operator who has the complete information about financial liabilities of the client. A system allows to configure the schedule of calls with a certain frequency, grouping by segments of clients, time of connections.

Project Results

The solution for automatic call-down of clients of Sovcombank is brought into commercial operation and is actively used by call center of credit institution. In the future via the integration solution the predictive-technology is going to be connected to the systems of telemarketing and information customer service.

Andrey Somov, the head of department on work with the problem debt of Sovcombank, noted: "300 operators of the Novosibirsk office of Sovcombank are already connected to the system of telephony from Neoflex. We expect substantial increase of employee performance (by estimation, for 30-40%) that is essential to our business. The bank is going to reduce costs for call center, to inform the bigger number of debtors and to make process of call-down of clients less labor-consuming".