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After the financial crisis, the bank began to vigorously foster its telesales operations, which included handling incoming calls and internet requests, and not just cold calls. Contact centre employees needed a new way to handle their workload as the way business is done changes and develops.
Agents were siloed according to their skill set. Every request that the contact centre received was sent to the appropriate group of agents. There would be times when certain groups of operators would be bogged down in time-sensitive work, while others would stand idle; but the bank’s management wanted to optimise the call centre’s operations and heighten operators’ performance. Therefore, the decision was made to do away with separate specialised groups and to create an integrated mobile centre.
Find out how this market leader used Genesys technology to streamline their operations while improving customer satisfaction and improving the working lives of their contact centre agents.
“The average number of calls that an operator handles has increase by four per hour, while 90% of incoming calls are handled within 20 seconds.”
Egor Buinitsky, Deputy Director for Home Credit Bank Contact Centre Operations & Support Department, Home Credit Bank