Home Credit upgrades work of contact center

On November 12, 2014 it became known of an implementation project in Home Credit Bank of the Genesys Routing system for reduction of time of processing of requests in contact center. The participant in the project SSK Consulting company.

Project Tasks

Increase in volumes of incoming requisitions in Management of telephone sales resulted in need to increase effectiveness of staff of contact center. Earlier the separate group of operators intended for processing of each type of addresses. There was a need for optimization of workflow and increase in efficiency of personnel later. The company made the decision - to refuse separation of operators into groups for processing of certain types of requests.

"Change of strategy of routing depending on experience of operators and failure from separation of staff of CC into specialized groups allowed to distribute evenly workload on all operators and to react flexibly to changes in a flow of the entering and outgoing addresses. Optimization of work of operators allowed to increase considerably the processing speed of addresses and to increase their volume" — Egor Buynitsky, the chief of the department of operational administration and support of contact centers of Home Credit bank noted.

Project Progress

Project essence in change of operation algorithms of the used solutions - according to new business requirements. The task included optimization of management of telephone sales by means of implementation new the politician of routing of addresses and improvement of indicators of KPI of each employee, redistribution of load of resources of Contact center and fall forward of processing of requests. Priority parameters - employee competence of Contact center in the specific direction and experience with specific type of addresses; a system also considers such indicators as, for example, load of the operator. Project participants decided to range a flow of incoming calls from potential clients and to distribute calls between employees according to their qualification and loading.

Works on change of routing of calls in management of telephone sales separated into two stages.

The first stage assumed works on integration of Genesys Outbound Voice with base of online requests and outgoing calls of operators. At the second stage the module of incoming calls Genesys Inbound Voice was added to the operating system, integrating all channels and the addresses arriving on them.

"It was not implementation from scratch, – Rustam Valiyev, the CEO of SSK Consulting company noted. – The feature of the project is that the changed business requirements caused changes in routing and operation algorithms of the solutions which were already available on volume the moment. In it the potential of flexibility and opportunities of additional setup of solutions of Genesys".

Project Results

Project implementation allowed to redistribute loading between operators, to increase the processing speed of client orders and to increase the number of the requests processed by one operator per hour.

After implementation of new strategy of routing the following indicators are reached:

• need of "manual" switching of a call to the necessary group of operators is excluded — routing is performed automatically; now each operator processes on average on 4 calls per hour more;
• 90% of incoming calls are processed within 20 seconds;
• 90% of requests from the website are processed less than in 30 minutes.

The project is performed on the platform of solutions Genesys operating in contact center:

• Genesys Outbound Voice — for holding outgoing campaigns,
• Genesys Inbound Voice — for processing of incoming calls,
• Genesys Routing — for routing of addresses,
• Genesys StatServer — for tracking of statistics.

In addition within the project the individual interface of supervisors is developed.

The project affected first of all Genesys Routing work — the solution which is responsible for routing of addresses: changes the politician of routing were made to his algorithms.