Avaya improves Thai bank's sales with predictive capabilities

Anuradha Shukla

Avaya has transformed Thai bank telesales productivity with its outbound solutions.

Thanachart bank added Avaya Proactive Contact with predictive dialing capabilities to its existing Avaya Aura Contact Centre solution, which transformed the productivity of the bank's outbound operation.

Thailand's sixth-largest bank is an existing Avaya customer and decided to upgrade as the bank's head of Non Branch Channels, Albert DiMauro, felt there was room for further improvement on the outbound side.

DiMauro wanted to improve performance and processes in addition to having more information, insight, and process automation.

"With the predictive dialing capabilities of Avaya Proactive Contact, we've almost doubled our right party contacts," said DiMauro. "Agents are now on calls more than 5 hours a day and are more productive during this time. We also have far more insight into their performance. That's having the desired effect in terms of sales productivity targets."

Customised interfaces

Avaya Proactive Contact was deployed both in the contact centre and at a separate disaster recovery site. Interfaces were customised and the solution was integrated with several key IT systems used by agents.

Frontline managers too have gained from the solution, as they have far more information about both overall team and individual agent performance.

The bank has a lot more insight, and control than previously and it can now easily prioritise leads as well as schedule calls based on customer insight data.

Thanks to Avaya's solution, bank is also able to identify agents who have the will, but not the skills to perform. These agents are now trained proactively to improve their success rate in the organisation.

"With Avaya Proactive Contact in place, we've shown exactly what we can do," added DiMauro. "We're connecting to more customers, have exceeded our right party contact target and, more importantly, our agent productivity target. So now, we're looking to take on new mandates and set ourselves more stretching targets."