Elena Efremova

Head of Customer Care Division, Home Credit Bank

We contacted Voximplant and, within a month, we had a separate contact center for the executives. The service has been around for six months now, and we’re encouraged by its positive results. We managed to engage executives in customer care, which allowed them to hear the voices of our customers and understand their experiences.

Outgoing call to the customer

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.

Results

Speed
Contact center developed within 1 month
Convenience
500 executives connected to the dialing system
Scalability
3880 calls in October 2016
Security
Separate contact center with access level management

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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 or her contact details are loaded in the predictive dialing system to which all bank managers, including top management, have access.

Outgoing call to the customer

How it works

Results

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HowTo’s

Platform documentation