"The capital collection agency" was put into operation by the upgraded contact center

Capital Collection Agency (CCA) LLC, one of key players in the market of collecting of debt of individuals, put into operation the upgraded contact center of SKA in Tomsk.

Creation of the powerful, modern call center capable to provide the high performance and efficiency in the conditions of permanent growth of the customer base and increase in loading became a main goal of the project implemented within the program of updating of IT infrastructure of "The capital collection agency".

Within the project it was required to create the system of high-performance outgoing call-down in the Predictive dialing mode integrated with the existing CRM system of the company and allowing to use most effectively working time of operators.

One of important advantages of a new solution is decrease in waiting time by operators of calls at active outgoing call-down. Reduction of waiting time more than by 3 times became result of implementation of a software package that caused increase in speed of call-down by 70%. The new technology allows SKA LLC to attract considerably large volumes of portfolios without significant increase in numerical number of call center operators.

According to Alexander Zavadsky, the director of SKA of information technologies, "a choice of this system solution was made proceeding from a possibility of integration of the program from the existing CRM which remained the main accounting system of the company and also lack of need of acquisition of a new, expensive system of telephony".