Improved Debt Recovery with Automated Dialing

This Financial Institute is one of the leading banks in the Kingdom of Saudi Arabia with more than 80 branches and 3000 plus employees, whose objective is to become the most modern, innovative and experience focused bank in the region. Being one of the leading lenders, the bank was facing challenge to reach out to the delinquent customers and recover debt on time. The bank was not able to efficiently utilize their resources with the legacy process.

Business Case

  • Improve the performance and efficiency of the collection process
  • Automate outbound dialing to increase the collector’s productivity
  • Maximize the debt recovery revenue for the bank
  • Comply with Saudi Arabian Monetary Agency (SAMA) regulations
  • ​Better insight into real-time and historical reports

Solutions

  • Genesys PureConnect Platform
  • Genesys Interaction Dialer
  • Genesys Interaction Recorder
  • Genesys Interaction Connect
  • Quasar Complaint Management System
BTC implemented Genesys PureConnect solution, which is based on SIP Architecture with inbound and outbound capabilities. The solution was integrated with the bank’s Collection Works application CWX and it includes a dedicated IVR to handle customer complaints which is integrated with BTC Quasar Complaint Management system.

Automated Dialer to Improve Productivity

The Dialer fetches the delinquent customers from the bank’s backend systems and automatically dials out based on the configured business rules. The dialer can run in Preview, Predictive and Power modes based on the business needs.

In Preview mode, the agent is displayed with a preview of the customer details before the call is being dialed out by the system. A preview timer can be set to ensure the agents can view the details for a specific time period before the dialer dials out. The agent can then analyze the call result and dispose the call.

In Predictive mode, the dialer predicts the availability of the agent and dials out. The dialer dials multiple customer numbers before agent becomes available based on the predictive algorithm. Call analysis is used to detect live person.


Power mode dials from the calling list only when an agent is available to process the call. This mode waits for an agent to become available before placing outbound calls. It calculates the number of calls to place in order to reach a live customer.

Tracking Customer Complaints with BTC Quasar

This solution includes a Complaint Management System for the Collection department, which enable customers to register and track their complaints or grievances. The customer is automatically identified and gets a better attention for their complaints. CMS is integrated with the outbound dialer to exclude dialing of customers with open complaints. It also provides insight to the status of the complaints through detailed reports.

Benefits

  • Increased reach to the delinquent customers
  • Maximized revenue through faster debt recovery
  • Improved the productivity of Collectors
  • More compliance with SAMA regulations
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