TISCO Bank

2500+ Employees
Customer Engagement

Today’s customer relationships are ongoing conversations that unfold across time and channels. Phone, video, email, chat, social: It’s all one integrated omnichannel now. Done right, seamless execution pays off in increased revenue and higher lifetime value of customers. Our customer engagement solutions make it possible. 

Team Engagement

Team engagement is the magic that happens when everyone in your workforce is connected effortlessly to the mission, to each other and to customers. When it works you feel it in your culture and on your balance sheet—and your customers feel it most. Barriers disappear. Productivity rises. Our team engagement solutions get you there.

"Avaya has lived up to its reputation, allowing us to introduce new capabilities and features, which improves service and saves money.”

— Nattanan Ananpreeyavit, Head of Contact Center, TISCO Bank

Benefits

Improved Customer Service
Reduce Cost
Increased Productivity

CONTACT CENTER HELPS KEEP A HEALTHY CASH FLOW

Thai bank increases payment collections and insurance sales while enhancing customer satisfaction with Avaya’s platform

As the volume of inbound and outbound calls has increased, TISCO Bank needed a contact center that it could depend on. Since moving to an Avaya platform, reliability has increased and so has productivity, with agents managing 25% more calls a day via Avaya Proactive Contact. Previously, TISCO lacked automation capabilities. But now, thanks to Avaya Aura® Call Center Elite, more than a quarter of callers use self-service – reducing wait times and increasing satisfaction levels for all. It’s all part of transforming the contact center from a cost center to a cost savings center.

“Our data show that 25% of callers now opt for the self-service route, 
which is far more than we expected.”

— Nattanan Ananpreeyavit, Head of Contact Center, TISCO Bank

At TISCO Bank, every call counts. Its 300 strong team of agents field nearly 9,000 incoming calls daily and 11,500 outbound calls. Over 90% of these relate to its core service – auto hire purchases – and a large share focus specifically on collecting timely payments as well as car insurance inquiries. That means a dependable contact center is essential, not only for customers, but for the bank’s cash flow and operations.

“Whether customers call us to pay, or we call them, it’s crucial we receive large numbers of payments each month,” explains Nattanan Ananpreeyavit, Head of Contact Center at TISCO Bank. But with its aging platform proving increasingly unreliable, and agents struggling to get through all the required calls on time each month, it was clear TISCO needed to change its approach.

The Bank opted to introduce an Avaya solution that would offer the stability and performance it needed, both today and to support its growth plans.

“We knew what capabilities we wanted,” recalls Ananpreeyavit. “We knew Avaya by reputation. We quickly realized that Avaya was the only provider able to offer all those capabilities, using proven tools, in a fully integrated solution: it was the obvious choice.”

Virtualization for Stability

The first stage of moving from its legacy, locally-sourced system saw the deployment of a virtualized Avaya Aura® Call Center Elite. Few companies in Thailand had opted for virtualization at that point, but for TISCO Bank it promised several advantages – not only the ability to ‘share the load’ but also to remove single points of failure.

The result has been a far more stable system. According to TISCO Bank, it had reached a point where the TISCO IT team was having to restart their legacy contact center software almost every week, with obvious consequences in terms of cost and customer experience.

The new platform has offered vastly improved stability, which in turn has given TISCO Bank total confidence in it. “For me, this is where Avaya has most lived up to its reputation. It has allowed us to introduce new capabilities and features, which improves service and saves us money.”

The role of Avaya Professional Services was crucial here – providing the additional expert support to configure the virtualized solution, ensure seamless failover and integrate it fully with other core tools including recording and CRM databases.

Taking a Proactive Approach

To enhance its outbound operation, the bank installed Avaya Proactive Contact. The feature that made an immediate difference is the predictive dial mode with superior call detection. Agents are now only put on calls where a live connection has been established, this has resulted in each agent making approximately 20-30% more calls a day – driving up the productivity and efficiency of the contact center. In turn, that has led to significant improvements in both TISCO’s collection rate as well as its telephone sales effectiveness.

The Avaya system also enables better performance monitoring, with managers and supervisors able to listen in to live calls and pinpoint opportunities for individual coaching.

CHALLENGE

  • Replace aging and unreliable contact center platform with a single solution that can manage high volume of inbound and outbound calls effectively

VALUE CREATED

  • Virtualization brings increased reliability and stability
  • Outbound calling productivity increased by 25-30% per agent, leading to increased sales
  • More auto hire purchase payments collected on time
  • Improved service quality and speed: 25% of callers now use self-service, eliminating wait times and freeing up agents
  • Easier to manage and adapt, less work for IT specialists

Letting Customers Take Control

On the inbound side, the biggest single change has been the introduction of advanced self-service.Using the Avaya Aura® Experience Portal, TISCO has automated large numbers of simple transactions – such as amount and deal payments.

By opting for the self-service route, customers avoid queuing, which only improves their satisfaction with the bank, and also reduces overall abandon rates. Not only do those using the self-service route benefit, but every caller that chooses self-service is one less call for the agents to manage. That reduces the pressure, particularly during busy periods, and ultimately means the agents can spend more time with the people that do need to speak to them.

“Our data show that 25% of callers now opt for the self-service route,” reports Ananpreeyavit, “which is far more than we expected.” It’s a figure that indicates how well the self-service route is functioning.

From Cost Center To Cost Savings Center

Each of these inter-related solutions has helped improve the service that TISCO offers and has reduced costs. The increased reliability means fewer losses through downtime; the greater agent productivity allows the bank to grow its operation without adding more agents; the self-service route is a low-cost way to complete large numbers of transactions. With Avaya, there are other savings too – most notably by reducing the need for IT support for everyday system changes.

“The Avaya system is very easy to administer,” Ananpreeyavit affirms. “We can adapt processes or scripts ourselves, with less expert input.”

With that in mind, Avaya invited a team from TISCO to visit another bank using similar solutions: Emirates National Bank of Dubai. “It was a great opportunity to see an organization that provides the same sort of services as we do, but in a different way,” says Ananpreeyavit. “We gained a lot of ideas from the experience, and are now evaluating them.”

Avaya is the Answer

It was further proof of the value Avaya has provided – not only in terms of technical superiority, but also its smart business thinking, even down to the way it integrates with other solutions like TISCO’s call recording tool. “Avaya has lived up to its reputation,” he concludes. “The system is very stable and is helping us save money, collect payments on time and enhance customer service. We have total belief in its ability.”

“We knew Avaya by reputation. We quickly realized that Avaya was the only provider able to offer all those capabilities, using proven tools, in a fully integrated solution: it was the obvious choice.”

— Nattanan Ananpreeyavit, Head of Contact Center, TISCO Bank

About TISCO

TISCO was founded in 1969 as the Thai Investment and Securities Company. In 2005, it was the first finance company to achieve commercial bank status under the Bank of Thailand’s Financial Master Plan. Today, its key services include auto hire purchase, provident fund management, private banking, brokerage and investment banking. It has 57 branches across Thailand as well as its busy contact center. www.tisco.co.th/en

 

CUSTOMER PROFILE
  • Headquarters:

  • Thailand

  • # Employees:

  • 4250

TISCO was founded in 1969 as the Thai Investment and Securities Company. In 2005, it was the first finance company to achieve commercial bank status under the Bank of Thailand’s Financial Master Plan. Today, its key services include auto hire purchase, provident fund management, private banking, brokerage and investment banking. It has 57 branches across Thailand as well as its busy contact center.

What our Customers are saying
“Avaya has lived up to its reputation. The system is very stable and is helping us save money, collect payments on time and enhance customer service. We have total belief in its ability.”

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  • Nattanan Ananpreeyavit

  • TISCO Bank