Credit Bank of Moscow sought a way to boost contact center performance and customer service. New tools to drive efficiency, increase sales and improve the debt collection process were also required.
Moving to a new Genesys platform enabled the bank to automate almost all their outbound campaign activities. The system filters out any busy and unavailable phone numbers. And agents no longer need to dial.
Thanks to a more effective reporting system, supervisors can customize their own settings without calling IT. And the bank is able to process data on a different scale, adding as much as 30% to sales efficiency.
"Our call handling efficiency skyrocketed by 900%. We’re now processing more than 180,000 incoming interactions monthly, while our agent headcount grew by only 25%."
Natalya Denisova, Contact Center Director, Credit Bank of Moscow