Home Credit Bank created the predictive and progressive system of call-down based on Oktell

Home Credit Bank in July, 2017 announced project implementation on creation based on the solution Oktell of a predictive and progressive system of call-down.

Project Steps

Prerequisites

As you know, consumer lending is integrated to the substantial risks connected with execution by borrowers of the obligations under loan agreements. Properly to manage these risks and to increase effectiveness of work with arrears, the bank needed to implement an avtodayler and to configure intellectual algorithms of mass call-down.

Product Selection

As tools for the solution of assigned tasks representatives of "Home Credit Bank" considered the Oktell and Genesys software products. Finally a choice was made for benefit of domestic development. On a withdrawal of bank, the product of Telephone systems company — the Oktell platform — attracted in many respects thanks to flexible pricing policy of vendor and an opportunity quickly and without serious labor costs to implement on its basis professional solution on automation of outgoing call-down.

Implementation

Based on the Oktell platform the integrator — Alfa-Inform Group — implemented the predictive and progressive system of call-down which became the assistant in projects of soft-collection for "Home Credit Bank". This system allows to distribute automatically calls and to perform calls to debtors.

As the result, in contact center of bank was succeeded to configure and optimize predictive call-down. Intellectual algorithms of the Oktell system allow to consider statistics of connections, Call Abandon Rate, the number of the involved operators and lines in the last 5 minutes. On the basis of this information is defined in what cases it is necessary to increase intensity of call-down and in what, on the contrary, to reduce.

Bank representatives noted the high level of a usability of the Oktell platform. By their experience, for independent implementation of some administrative functions happens to study "The knowledge base of Oktell" enough. By estimates of bank representatives, difficult questions, work-related the predictive and progressive system of call-down, quickly are solved specialists of service technical support.

Results

On a response of the customer, as a result of implementation of a predictive and progressive system of call-down in "Home Credit Bank" it was succeeded to raise key KPI of contact center and to lower operating costs. So, productive time of operators increased by 20%, and the average time of the post-call processing of a call was reduced by 16%. At the same time the staff of contact center was optimized for 30%, the average cost of contact fell by 16%. Bank representatives directly connect these results using Oktell technologies.

Objectives

In plans of bank — to implement using Oktell dynamic adding and removal of subscribers from call-down. Completion will allow to accept automatically numbers from external corporate information systems, for example, from a personal account of the borrower.