Unified Contact Center Upgrade and Uninterrupted Operation
Project objective: Improve quality of service, enable customer-tailored approach, and ensure contact center continuity.
Every day, agents of the unified contact center, which CROC created in 2008, now process an average of 60,000 calls and remotely advise customers on diverse matters, from payment status to credit repayments.
Overall, the project helped the bank save more than RUB 500 million.
Key customer benefits:
- Reduced agent workload: By leveraging forecasting algorithms, the predictive dialing system automatically dials the next number on the list, even before completion of the previous conversation, and connects an agent only if a customer responds. Thanks to the IVR upgrade, customers now enjoy quick access to information about credit offerings, accounts, and deposits, without involving an agent, with the bank saving a total of RUB 470 million in two years.
- Customer-tailored approach: CROC integrated the predictive dialing system with the bank’s customer database so than an agent can now instantly receive caller information (e.g. age, occupation, number of activated bank services, credits, etc.).
- More than doubling of self-service efficiency: Speech synthesis and recognition technology allowed for the deployment of the Branch and ATM Voice Search automatic service helping the bank save RUB 75 million.
- Improved customer service quality: Implementation of an agent performance assessment system means supervisors can listen to employees’ conversations and view their screens.
For eight years, CROC has provided round-the-clock technical support, thus keeping the bank's contact center operational and running efficiently
Project details — https://www.croc.ru/eng/news/detail/67333/
City: Barnaul, Moscow, Cheboksary