The so-called Satsuma Loans lending operation launched in October 2013 with a dedicated contact center team. Within six months, 1,000 Satsuma calls a week were being taken, in addition to the one million calls handled by the rest of the business. This level is expected to rise to 1,000 calls a day by the end of 2014, as more people get in touch via the website and ring up to pay by card. The latter option is already one of the main sources of incoming calls across Provident Financial and is something the lender is thinking of offering on a self-service basis in future.
The lender is hoping to introduce email integration to its customer communications, too. At present, customer emails simply go to an inbox and are dealt with on a first-come, first-served basis. With Genesys, Provident Financial will be able to manage this flow more intelligently, improving customer service. Elsewhere, the business is considering whether there may be benefits in using Genesys to provide a web chat channel or, potentially, video communication.
“ProtoCall One is bringing enormous value by helping assess, design, deliver and support the integration aspects of these projects, to insure they proceed to plan and with no unforeseen hiccups,” says Altaf.