Handling 100% of Service Calls
With the rise in consumer credit agreements came an inevitable increase in call volumes into Hitachi Capital’s Customer Contact Centre. The company found it made sense to automate these calls.
- 100% of calls handled through new system within six months
- Reduction in routine calls by call centre staff
- Increased call handling without additional resource
- Customers benefit from extended opening hours
- Fewer keying errors improve organisation efficiency
With the rise in consumer credit agreements came an inevitable increase in call volumes into Hitachi Capital’s Customer Contact Centre. Tony Blythe, Operations Manager at Hitachi Capital, commented: “We estimated that half the calls into our Customer Contact Centre ask for one or two pieces of information, a settlement figure or the customer’s next payment date. It made sense to automate these calls.”
In support of these objectives, Hitachi Capital initiated the Interactive Voice Response integration project. This project integrates Hitachi Capital’s telephony system for incoming customer calls with Sopra Banking Software’s Instalment Credit Suite for managing customer credit agreements. Customers calling the Customer Contact Centre are now guided through a couple of options and use the telephone’s keypad to find the answers they need. With all the requested information stored in the Instalment Credit Suite, the relevant data can be accessed in a fraction of a second while the customer awaits their next telephone instructions.
As call volumes increase, Hitachi Capital will be able to accommodate them with little additional resource. Automation has brought secondary benefits in the reduction of keying errors, creating a more efficient operation while customers can benefit from the extended opening hours of the Contact Centre.