Home Credit Kazakhstan Bank (Oktell Call-center)

2015: Implementing solution Oktell

from 2015 to 2018 the OmniLine company performed the implementing solution Oktell in JSC Home Credit Bank DB company, the providing service of retail lending.

Consumer lending is integrated to the substantial risks connected with execution by borrowers of the obligations under loan agreements. Effectively to manage these risks and to increase effectiveness of work with arrears, the company needed to implement the solution under intellectual algorithms of mass call-down.

Using Oktell in contact center of bank it was succeeded to configure and optimize predictive call-down. Intellectual algorithms of a 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.

According to the results of the project 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, quite quickly are solved specialists of service technical support:

• Productive time of operators increased by 20%.
• The average time of the post-call processing of a call was reduced by 16%.
• For 30% the staff of contact center was optimized.

In plans of the company – 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. Representatives of DB of JSC Home Credit Bank are sure that similar completion will increase effectiveness of projects of soft-collection.