CarMoney optimized work of telemarketing and service of collectors using Naumen Contact Center

2020: Implementation of Naumen Contact Center

On April 14, 2020 the Naumen company announced completion of implementation of the Naumen Contact Center platform in financial technical-service of autoloans CarMoney. The implemented solution allowed to automate processing of the entering customer appeals and agents and also telephone sales and outgoing calls of debtors of service.

Requests which arrive on an incoming line of CarMoney are automatically routed on operators according to subject now: consultation on services, consultation about an order of a design of loans through mobile application and a personal account, purpose of meetings, support of the signed agreements and others. In total within the project the routing on eight groups of the operators having the corresponding skills for processing of incoming calls was organized.

Thanks to solution integration of Naumen Contact Center with the data warehouse (DWH) the clients of CarMoney had an opportunity to specify the amount of debt in the interactive voice menu (IVR), without waiting for connection with the operator. Automation of outgoing calls of contact center became one more project deliverable. Without participation of the operator information calls to clients about a payment amount and date of planned repayment began to be made. At the same time, settings allow to give to the borrower an opportunity to connect to the call center specialist. Also the group of operators-collectors makes call with reminders, and operators of the direction of telemarketing perform outgoing calls to potential clients. In the nearest future CarMoney plans development of IVR services by adding of additional branches.

The important elements providing sustainable development of business of CarMoney are telephone sales and work with arrears: from the stage Soft-collection to calls to the clients who are in the status of judicial or enforcement proceeding. NAUMEN technologies helped to make work in these directions of more effective, noted Alexey Baykov, the CIO of CarMoney

For control of work of contact center of CarMoney the specialists of NAUMEN configured a number of the customized reports in a system: load distribution on specialists, quantity of calls and results of their processing, efficiency analysis of the automated outgoing calls.

Besides, that it was convenient to operators to work with data from other information systems, integration of the NAUMEN platform with a CTI panel (telephony) was implemented. Integration with system 1C provided a possibility of automatic mass loading of tasks for outgoing calls.