AroTRON Boosts No.1 Credit Collection Call Center in Greece

FinTrust is a credit collection agency, market leader in the Greek arrears market since its estab-lishment in 1996, covering all related services such as:

• Pre-collection: early notifications of arrears usually aged between 30-90 days.
• Collection: debts aged between 90 days and years
• Legal services: litigation connected to arrears

FinTrust provides outsourced credit collection services to large financial institutions, commercial banks, telecommunications operators, and retailing firms such as white-goods suppliers, all of which provide their customers with financial products such as loans, credit cards, revolving credit etc. Indicatively, FinTrust supports organisations as big as the National Bank of Greece, Alpha Bank, Eurobank, General Bank, Aspis Bank, Bank of Cyprus, ABN-Amro, AMEX, OTE, CosmOTE, Telestet, and more.

Cententia SA has been supporting FinTrust since the beginning of their operations, providing full outsourcing of all IT processes. It is important to notice the system's distributed architecture supporting 160 call-center agents located in Athens, Thessalonica, Patra and Heracleion connected concurrently to central branch through a WAN network. Call center load rises up to 20.000 phone calls daily, mainly outbound though inbound calls are also supported, managed in an integrated way, using CTI capabilities of AroTRON™ CRM.

FinTrust Management Team acknowledges that the exceptional services and innovative software of Cententia SA has been one of the key success factors for the company growth so far. Most important process areas for the company's success as perceived from the FinTrust Management were:

• Seamless availability: since 1996 no single working day the system was down.
• High reliability: since 1996 no single transaction was lost.
• Ultimate security: since 1996 no incident was announced regarding security and unauthorized access to information sources.
• Exceptional integration services: AroTRON™ schema XML exposure makes it possible to integrate and take advantage of all data provided by outsourcing customers' IT departments in a maximum of 2 working days, providing not only data import but also account update logic with automated task completion and re-scheduling with status update. Up to now more than 60 outsourcing customers with the respecting offerings have been integrated into the system, each of which originates from different computing environments of a highly het-erogeneous nature.
• Management Information Reporting: supporting all the day-to-day reporting tasks through optimized internal reports and ad-hoc queries, which integrate directly with Microsoft Excel. An enterprise Data Warehouse based on AroTRON™ platform has been imple-mented by Cententia to alleviate OLTP load.
• On-line business metrics: available both to the operator and the supervisors have boosted agent productivity and supervisors capability to quickly diagnose low productivity issues.

Due to the long-term co-operation and support of all IT activities of FinTrust, Cententia has developed a workforce of consultants specialized in the areas of arrears and collections, covering all aspects of the related process such as best practices to optimize the software capabilities. It is this unique combination of people and software that guarantees the successful deployment and operation of a turn-key credit collection solution.