Deployment XRM Contact Center
Oschadbank is the largest state bank in Ukraine with more than 5 thousand branches, 35 thousand employees and 20 million customers. To effectively operate all branches and build a single ecosystem, Oschadbank implemented the XRM® Banking solution based on the Microsoft Dynamics 365 CRM complex, which successfully processes most of the bank’s business processes and enhances customer loyalty. After the integration of CRM, the board of the bank decided to improve its contact center in order to improve the quality of customer service and to become closer to the potential consumer.
The problem was that with the bursts of clients’ activity, the contact center of the bank did not have time to adjust to the increased load, which means that not all customers were properly serviced. The outbursts were observed during signifi cant information fl ows: changes in the national currency to the dollar, after the launch of bonus programs or new products of the bank. It was necessary to answer each client and leave no one undeserved. When the load dropped, some operators had not performed useful work and wasted the bank’s resources in vain.
As part of the contact center automation project, the XRM® Contact Center system had to perform the following functions:
- management of calls;
- management of the queue to customers from 5,000 branches;
- multi-channel registration of depositors;
- monitoring the status of the process;
- monitoring the load on 450 operators and changing their work schedule;
- prediction of peak loads;
- increasing the number of calls that are automatically processed
Results of XRM® Contact Center implementation — software, based on Skype for Business platform
As a result of automation of the contact of the center of Oschadbank, E-consulting managed to achieve a significant increase in the load indicators. An organized contact center was able to receive hundreds of thousands of calls a day — at a peak of 416,000 per day.
The system has «learned» to duplicate the actions of the operator, as well as to anticipate the client’s request before he forms it himself. When someone calls, connected to the contact center CRM-system determines what services the client uses and offers him suitable options for selecting in the IVR —interactive voice response system. For this purpose, more than 100 rules were written, and 12 new self-service services were added to the IVR.
The system demonstrated not only the possibility of rapid scaling, but also the ability to manage and analyze huge data sets, as well as flexible settings, which was the impetus for further development.
«The contact center could not cope with the flows and it was difficult for us to get through. It was possible to increase staff, but it is expensive, long and not particularly effective. Therefore, our only solution was the automation of processes».
Anna Starik, Head of the contact center of Oschadbank
Development of the contact center and service processes
As part of the service development program, the WFM (Workforce Management) module was implemented. It allows you to schedule the work schedule of employees for different activities (call handling, training, etc.), considering the belonging to the skill group, create work shift templates, analyze the effectiveness of using the resource at different times, plan workloads, and build forecasts based on statistics and current trends in the flow of calls.
Also, the information portal was modernized, which is designed to quickly inform employees of changes and contains the entire regulatory framework with the ability to provide quick search.
«Monitoring and performance evaluation» block is available for managers and provides interactive dashboards for monitoring the work of the contact center, monitoring the status of the operators’ work in terms of day and month. The monitoring system supplemented the monitoring module for internal certification of employees.
The final touch was the automation of the processing of messages received from social networks, a website, by e-mail, SMS and from call center.
As a result, 80% of all calls are deposited in the IVR system, where the voice robot helps the client perform the necessary operation. The system saves working time for at least 450 operators and significantly improves the speed of solving customer problems
«Integration with the call center greatly simplifi ed the work of operators, who now can easily identify the customer and offer differentiated services. In addition, the system provided an account of the operator’s working hours, scheduling their work and monitoring its implementation»
Anton Tyutyun, Deputy Chairman of the Board of Oschadbank