Credit Collection Group (CCG) (Genesys Outbound Voice)

December 17, 2014. The company Genesys announced completion of integration of a software package in Credit Collection Group, based on solutions Genesys SIP Server and Genesys Outbound Predictive that allowed to cut down expenses on operators by 3-3.5 times.

Selection terms: efficiency and integration

Company performance directly depends on quantity of productive calls on one operator in unit of time. In case of Credit Collection Group achievement of the best indicators required increase in automation of dialing, accurate recognition of the received signal and "live" vote on other end of the line. An opportunity to count and regulate quantity of outgoing calls depending on load of operators to avoid the "lost" calls became one more important criterion of efficiency of a system. Expected from a new product not only increase in efficiency and decrease in operating costs, but also a full integration with own management system for debts and light scalability. Therefore at once refused consideration of hardware and software systems for benefit of exclusively software solutions. In view of existence in CCG of a management system for debts of own development, the possibility of its integration into the implemented software of contact center was necessary. After dialing performance indicators it was the second necessary requirement. At the time of connection the operator should have on the screen all information on the debtor and the history of interaction with it, and after a call new data should be loaded in a system.

Genesys: compliance to all requirements

As a result of comparison of solutions of several suppliers on a competitive basis (all products worked several months in the pilot modes) a choice for benefit of a software package of Genesys company was made.

"In connection with specifics of business of the company debtors not always wish to call the company or to expect the reply of operator to lines. Six-seven productive contacts per hour on each operator were explicit insufficiently. Therefore, due to the need to learn to manage flexibly load of operators, before us there was a problem of implementation of functionality and the practician of effective dialing" — Artem Vishnyakov noticed.

The solutions proposed on tender first of all estimated on increase in quantity of productive calls. The indicator not less than 20 productive contacts with debtors per hour on one operator was considered as acceptable. But the possibility of a full integration of solutions of Genesys with internal systems of the company became the key moment. According to the results of tender a choice was made for benefit of a complex of software products Genesys. Artem Vishnyakov explained the choice, first, the developed practice of work, successful in the company, with the products Genesys, and secondly, the high level of support from integrator and flexibility of the mechanism of implementation.

"Having integrated solutions of Genesys in own system on debt management, we could manage more flexibly the strategy of call-down and load of operators, to work with debtors more effectively and to analyze results on the basis of detailed statistics", – Artem Vishnyakov noted.

Automation of call-down and growth of indicators

Integration of the software package Genesys allowed to automate completely functionality of outgoing calls and to update databases: a system itself carries out call-down to working time and brings only productive calls to operators, and at night information in the automatic mode is added to an information system of the company. To provide operators with all necessary information on the history of relationship with debtors and their problem debt, integration of functionality of solutions of Genesys with a corporate information system of the company was executed. Thus, the company received own software package in which it is possible to manage flexibly the strategy of interaction with debtors and load of call center operators, to analyze their work and, therefore, to increase efficiency. On the main activity of the company work is supported by modules for processing of the entering and outgoing calls of Genesys Inbound Voice and Outbound Voice. At the same time Genesys Outbound Predictive connects the operator only in case of successful dialing by the phone number, and Genesys Agent Desktop at this moment displays the employee all information on the subscriber. Implementation of such scheme gives significant performance improvement of agents of contact center. Information on contacts and new arrangements with debtors which is saved up in the afternoon comes to a corporate system at night and passes internal algorithms according to the accepted business processes. The similar synergy is reached thanks to a possibility of deep integration of all complex of solutions of Genesys with a corporate information system of own development of Hornet and also with the Oracle database which the company uses in the work. All these advantages of a product allowed to reduce IT personnel staff costs.

"If to speak about questions of service, then we have no problems with solutions of Genesys: two specialists are engaged in support of a system in the company now — and it appeared quite enough" — Artem Vishnyakov noted.

The integrated complex of the products Genesys itself performs all operations for operators, leaving them only communication with debtors. Therefore training in work with a system was not required to agents, and transition to the new software solution was made almost imperceptibly. Separate training in work with statistics and analytics in the Genesys system was carried out for curators of groups to provide them the complete information about opportunities of tracking of work of operators and control of results.

Results and perspectives

The quantity of productive calls in contact center of Credit Collection Group fluctuates between 20 and 23 per hour on one operator, average time of waiting by a connection agent with the following debtor today — no more than 30 sec., and quantity of the passed incoming calls which were not distributed between operators (those calls when the debtor did not wait for the reply of operator and interrupted connection), is less than 5%. All these indicators significantly exceed from what it was necessary to make a start earlier. "Today shareholders of the company consider investments into the solutions Genesys as first-priority and almost not needing assessment and proofs of their efficiency: the reputation of products in the company is very high and their importance is obvious to the company", – Artem Vishnyakov summed up. By its estimates, investments in integration of solutions of Genesys already paid off: "The main article of costs in collection business are expenses on a salary fund of operators, and product introduction of Genesys allowed us to reduce them by 3-3.5 times". One more possibility of expense optimization in this area — partial removal of contact center out of borders of Kiev where lease of space and cost of labor power are significantly lower. Thanks to light scalability and simplicity of creation of remote jobs based on the products Genesys, this possibility is also considered. For the company effective work of contact center is keyword parameter and in many respects defines success of all business. Therefore Credit Collection Group does not assume to stop on implementation of Genesys SIP Server and the practician of effective calls of Genesys Outbound Predictive. Recently in the company integration of Skype under the SIP protocol in a corporate system was finished that allows debtors to contact operators via the website of the company, and at the moment practice of Genesys in the field of work with e-mail and SMS is also studied. In further plans – deeper integration of Genesys with a corporate system of the company. In particular, there is a problem of integration of records of calls to the reporting for job analysis of contact center.

"Now all talk with debtors is written in audioformats and stored on certain algorithms on server resources and in folders. The problem of integration of records assumes a possibility of quick search and listening of earlier taken place conversation with the debtor" — Artem Vishnyakov explained.

Representatives of the company integrator reported TAdviser.