Orient Bank

Creating winning customer experiences

Orient Bank sought to increase efficiency, deliver better customer experience and optimize debt collection at all stages by ensuring effective communication throughout the term of each loan. A new team was created to oversee the project, which included hiring new agents as the contact center grew. Working with Genesys, the bank re-engineered its processes for debt collection, workforce management and customer service.

“We liked the fact that Genesys offered a single platform that encompassed multiple contact center solutions to meet all our business needs,” said Nino Kodya, Chief Operating Office at Orient Bank.

With the implementation of Genesys solutions, Orient Bank automated its contact center workflow and greatly reduced the proportion of manual operations. Agent productivity increased by 35%.

Benefits

  • 12.5 times more outbound calls
  • 250% increase in outbound call completions
  • 10% more interactions handled by agents
  • 15% less agent downtime, so agents spend up to 85% of their time with customers

With the Genesys workforce planning tool, our agents now handle up to 10% more interactions, reducing the time and expense of recruitment.

Nino Kodya, Chief Operating Officer, Orient Bank

Challenges

  • Increase revenue
  • Reduce debt recovery expenses
  • Optimize workloads and resources

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