OTP Bank improves interaction with debtors implementation of Avaya technologies

OTP Bank and CROC company implemented the system of automatic outgoing call-down on the Avaya Proactive Contact platform for improvement of interaction with debtors of Bank, the press service of bank reported on July 2, 2013.

Debts are repaid

"A new system increased employees productivity of collection service of Bank, having increased by 2.5-3 times number of dialings to clients during the day. Besides, return of arrears on the credits grew by 15-20%" — Taras Kalenyuk, the Head of department noted Risk technologies of OTP of Bank.

Job

Specialists of CROC were faced by a task - to configure interaction of the PDS complex with a telephone system of bank, to install service of a call recording of operators. At the same time representatives of Management risk technologies of OTP of Bank were engaged in integration of PDS with a collection system and reporting about employee performance. Reports are automatically sent to supervisors to e-mail each hour. All tasks set by bank are carried out by CROC, the PDS system works in the automatic mode, without intervention of specialists.

"The company CROC accumulates considerable experience of implementation of similar solutions, in recent years we created more than 60 call centers for banks, telecommunication companies, retail chain stores and the collection agencies. Within this project our specialists for the first time implemented the system of outgoing call-down Avaya in already operating infrastructure call center constructed on the equipment Cisco and Alcatel. Thanks to integration with the key systems, at a call on the screen the operator has a necessary customer information, it is not necessary to spend time for search. As a result the efficiency and speed of work of operators increases, and maintenance costs of contact center are cut down" — emphasized Roman Frantov, the head of call centers of the company CROC.

"The solution based on Avaya Proactive Contact became key point of the project. More than 80% of the financial, telecommunication and collection companies in the Russian market use this system for work with arrears at an early stage and implementation of campaigns for telemarketing. This solution has shortest term of payback due to substantial increase of employee performance" — Alexey Krivosheyev, the head of department of work with financial institutions of Russia and CIS told Avaya companies.