Implementation of Automatic Dialing System
The purpose of the project was to build a call center for collecting post-due payments, enabling an improvement in the efficiency of the bank's debt collections department and an increase in the number of successful customer calls in a day.
CROC's team implemented the Predictive Dialing System (PDS), an Avaya, set up its communication with the telephone infrastructure of OTP Bank and provided agents with a phone call recording service. Thanks to the integration of the software with a payment collection system, all the necessary information about a client is displayed on the agent's PC when a call comes in so that the agent does not need to look it up. The solution developed in collaboration with Risk Technology Management of OTP Bank also provides hourly reports on employee efficiency.
- Increased efficiency and speed of agents of the bank's money collection service operators;
- Increased number of contacts with clients during the day;
- Reduced expenses on contact center upkeep;
- Short ROI period.
Industry: Banks, insurance, financial organizations
Customer: OTP Bank