Most often, they perceive incoming calls extremely negatively, even if it is not a reminder of debt, but an offer of services. This increases the psychological burden on the call center manager, since he must always be polite and friendly, no matter how the conversation goes. And maintain an attentive and friendly attitude towards interlocutors throughout the day, regardless of how much negativity he encountered.
The voice robot has no problem with this. It always talks to the zalo database client according to the script, without deviating from polite and thoughtful formulations. It does not get angry or tired after any number of unsuccessful dialogues, and instead tries again and again.
The scripts the robot uses are flexible. It adapts to the keywords the client says and changes the answers and line of conversation depending on this. For example, it can answer questions about credit terms, terms, payment methods and early repayment, suggest how to download a mobile application and much more. It will tell regular customers about individual discounts, and new ones about the advantages of the service over others.
At the same time, the robot is integrated with the CRM system. This means that during a conversation, it has access to all information about the client: from his name and data from the questionnaire to information about previous loans.
All this allows you to build a dialogue with potential and current clients based on their needs and fears, and move them along the sales funnel.
Results
After implementing the voice robot, the MFO managed to reduce call center costs by 67%. The company did not completely abandon operators: in many cases, users prefer to talk to a live manager. However, expenses were reduced, and at the same time, the number of new clients and those who completed the application increased by 13 and 24%, respectively.
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