FASP (Infinity)

FASP group improved work with telephone calls, using Call center of Infinity. The project objective consisted in additional increase in employee performance of the agency.

FASP group is the first independent professional collection agency in Russia. The agency conducts the activity since 2004. At the moment in the company more than 40 branches and representations in Russia, Ukraine and Kazakhstan. The core values of the company are professional work with clients and participation in development of credit culture of the population and business community in Russia and other countries. Work of the agency is based on the basis of specially developed techniques considering long-term experience. FASP group performs collecting arrears at a pre-judicial and judicial stage about legal and individuals, including the complete list of legal acts.

With growth of the company there was a need for change of processes of work with telephone calls. Within assigned tasks it was going to automate process of dialing to subscribers, and also to provide tools for its control and management. For project implementation the Call center of Infinity – a product of the Russian developer company of Weathervane Sale was selected.

The first stage of project implementation passed in the pilot mode. System deployment of Infinity was followed by integration with the existing telecommunication structure and the organization of interaction with internal information systems. Special attention was paid to flexibility and convenience in work with application interfaces. Results of a pilot project were recognized satisfactory, and on its basis the delivery agreement of a system in the Moscow office was signed.

Within the second stage of implementation of Call-cent Infinity jobs of users of contact center of FASP Group were automated, and the wishes on completion of a number of functionality considering specifics of work of the agency are also collected. The new functionality is developed according to the set diagram.

The successful operating experience of Infinity at the central office of Moscow is decided to be applied to regional representative offices. The next stage Infinity implementation project in branch of Omsk started. On its end the staff of FASP Group began to use new opportunities in the daily work.

Long-term plans of the company include upgrade of all branches of the agency and the companies of the FASP group based on Call center of Infinity.