Orient Bank sought to increase efficiency, deliver better customer experience and optimize debt collection at all stages by ensuring effective communication throughout the term of each loan. A new team was created to oversee the project, which included hiring new agents as the contact center grew. Working with Genesys, the bank re-engineered its processes for debt collection, workforce management and customer service.
“We liked the fact that Genesys offered a single platform that encompassed multiple contact center solutions to meet all our business needs,” said Nino Kodya, Chief Operating Office at Orient Bank.
With the implementation of Genesys™ software, Orient Bank automated its contact center workflow and greatly reduced the proportion of manual operations. Agent productivity increased by 35%.
“With the Genesys workforce planning tool, our agents now handle up to 10% more interactions, reducing the time and expense of recruitment.”
Nino Kodya, Chief Operating Officer, Orient Bank
