Outgoing Calls to the Customers

Customer Stories Outgoing Calls to the Customers Back

Home Credit Bank

Outgoing Calls to the Customers

After a visit to the bank’s branch, a customer receives a call from the automated quality control service. If a customer gives the experience a low rating, his/ her contact details are loaded in the predictive dialing system to which all bank managers, including top management, have access.

We contacted Voximplant and, within a month, we had a separate contact center for the executives. We’ve implemented this service for around six months now, and we’re encouraged by its positive results. We managed to engage executives in customer care, which allowed them to better understand our customers and their banking experiences.

Elena Efremova

Head of Customer Care Division, Home Credit Bank

The Voximplant cloud is integrated with the Service Volunteers system. When the available-to-call command is used, the Voximplant cloud calls the available customer directly from the browser of the bank top manager. After the connection is established, the Voximplant cloud issues a command to the contact center to show the customer file. Calls are recorded if necessary.

How it Works

Voice Recording

Call recording for quality assurance

Phone Numbers

Business phone number purchase

HTTP API

Script integration with any application

Serverless

Cloud storage and programming interface

SDKs

Tools for rapid application development

Result

Speed. Contact center developed within one month.

Convenience. 500 executives connected to the dialing system.

Scalability. 3,880 calls in October 2016.

Security. Separate contact center with access level management.

Outgoing Calls to the Customers

Founded in 1997, Home Credit Group is an international consumer finance provider with operations in 10 countries. It focuses on responsible lending primarily to people with little or no credit history.

Industry

Banking

Employee count

11,000+

Project start date

2015

Location

CEE, CIS, China, South & South-East Asia

Automation area

Quality Assurance