FASP Contact Center increased gross profit and throughput using Naumen technologies

2024: Naumen Technology Adoption

boosted gross margin and Contact center FASP throughput with Naumen technology from the company that reported it on Aug. 1, 2024.

The solution based on the Naumen Contact Center and Naumen Erudite VoiceOut made it possible to increase operational efficiency and three times reduce the number of jobs in the contact center of the Financial Agency for Collection of Payments (FASP). This platform makes 500 thousand outgoing calls a day, 75% of negotiations with debtors are held by a robot without the participation of operators.

The migration of the contact center of the independent collection agency FASP to Naumen was associated with the lack of the ability to automatically determine answering machines and unsuccessful attempts to robotize outgoing calls based on the previous solution. The implemented system based on the Naumen Contact Center provides 26,500 outgoing calls a day every day - 1,500 calls are transferred to operators, and 25,000 negotiations with debtors are conducted by the Naumen Erudite VoiceOut voice robot.

Integration with the CRM system enables automatic export of call jobs and import of call results. For the convenience of the collectors, the debtor's card with data from CRM is built into the Naumen Contact Center interface. The dialogue begins with a voice robot that identifies the client by gender, name and patronymic in order to weed out dialings in the organization, non-debtor persons, or to an invalid number.

The robot is also able to recognize smart answering machines, both standard and custom, using various noises, phrases and even the client's voice. Before the call is transferred to the operator, the robot informs the purpose of the call, the size and timing of the debt. A robot based on Naumen Erudite conducts a dialogue on 25 scenarios, is able to work with objections, for example, justify the legality of the call, and argue for payment requirements by acting within the 230-FZ. Final agreements on debt repayment are in the area of ​ ​ responsibility of operators.

Naumen has shown itself to be a competent, reliable, customer-oriented partner, able to overcome the bottlenecks that inevitably arise on any integration project. With the transition to the platform, the contact center throughput and gross profit of the company increased. Thanks to the robotization of outgoing calls, we were able to reduce the number of operators from 60 to 20 people, said Viktor Smolensky, member of the FASP board of directors.

FASP works with more than 5.5 million debtors. Processing such volumes without connecting robots and effective predictive call tools would be an extremely complex and expensive process. The introduction of robotization in the identification and pre-scoring zone significantly increases efficiency and reduces costs, ensuring operational interaction with the entire debtor base, noted Sergei Popov, Director of the Department of Contact Centers and Robotic Systems, Naumen.