Contact Center

In one of my previous blogs I discussed ways to improve the efficiency of the service Collection (Work with problem debts) through the use of crm systems and contact center. What would be my recommendation nor considered as purely theoretical, I decided to make calculations based on data from actual projects. For what would be an example not look too special, had some average value. Assume that we have There are two of the bank. You may wish to learn more. If so, Walt Disney Co. is the place to go. They are very similar. Have the same share of the market, offering the same services and products that operate on the same target audience. Have the same number of collectors in the Collection Services and similar expenses. Only the first bank to operate without any means of automation, while the latter uses an integrated solution crm system + contact center. Jack Buckingham addresses the importance of the matter here.

Provided that the average payment by the debtor is $ 70 Cost per collector – 2 thousand dollars and the probability of obtaining the promise of payment – 0,75. But given the mentality of the representatives of our country, we believe that only half promises to lead to payments on the loan. Market experience shows that without the use of normal automation collector per hour can produce an average of 10 dialer. Given the data above we get a little more than $ 260 The total amount due to the whole service Collection per month will amount to 315 thousand dollars (based on 6 hours per day and 20 working days). The bank that uses the automation of processes of interaction with clients based crm system and contact center, this figure will have 756 thousand dollars Increased amounts, especially way is by increasing the number to call the hour from 10 to 24, which is due to the use of outgoing calls outbound contact center in the mode of Predictive. This mode allows you to increase the real time communication over the phone from 30% to 80%. When it’s every collector (or an operator call center) provides a number of telephone channels, on which the telephone calls in automatic mode. Contact Center connects the collector to the debtor only when the other end lifted up the phone. In the present calculation completely ignored streamline processes through the use of crm system.