Brac Bank has more than 1.5 Lakh Banking customers and more than 18 branches spread across Bangladesh. Brac Bank has carved a niche in providing IT-based services such as networked ATMs, Remote Access Terminals, Internet and Mobile Banking. To better services the banking customers for services such as Credit Cards, Loans, Debit Cards, Remittances, Fixed Deposits etc, a Contact Center Solution was designed and implemented.
The Contact Center Solution provided round the clock service to banking customers in English and Bangla. Three channels of communication that were supported are: Voice, Fax and Email.
The IVR Application was integrated with ATM Pheonix
During the requirement gathering phase an outbound call management solution was proposed to manage Loan and Remittance departments. The outbound call management solution was implemented as second phase to the Contact Center Management Solution that brought down the agent seats from 30 to 5 agents servicing Remittances & Loans services.
