Altitude Software and Saudi British Bank

• The Problem:
  

  The Saudi British Bank (SABB) is one of the leading banks in the Kingdom of Saudi Arabia, with its head office in Riyadh. SABB is an Associate company of the HSBC Group, one of the world's largest banking and financial organizations, with some 7,000 offices in 81 countries and territories in Europe, the Asia-Pacific region, the Americas, the Middle East and Africa. Through contacting any branch office the Bank's customers can gain access to the HSBC Group's global network, its resources, skills, specialist knowledge and expertise.

  SABB recently selected the Altitude uCI suite to automate its outbound calling so as to streamline and increase the productivity of collection campaigns. The initial Altitude uCI installation took place within SABB in its Riyadh-based contact center. With the help of the Altitude uCI software suite, SABB significantly increased its collection center’s productivity and its business performance.

  
  
• Solution:
  

  The Saudi British Bank needed to improve the overall effectiveness of its contact center and particularly increase the productivity of its outbound collection campaigns. To fulfill these needs, the Riyadh-based bank selected Altitude uCI after having evaluated several contact center software suppliers. The Altitude uCI suite was chosen due to its good fit with SABB’s existing IT infrastructure as well as its scalability and fast ROI. Further features that affected SABB’s decision were Altitude uCI’s truly universal queue and powerful outbound predictive dialing capabilities.

  “When selecting a contact center software solution, you do not just select a technology. You are initiating a relationship with the supplier. We found Altitude Software very committed and attentive, providing a solution that would effectively meet our collection campaign’s requirements,” said John Pearl, Head of SABB’s Collection Department. “Our evaluation showed that the Altitude uCI suite is a highly reliable, cost-effective contact center solution and provides the flexibility to enable SABB to optimize its credit collection activity and therefore increase revenue generation,” added Pearl.

  
  
• Result:
  

  "The net effect of using Altitude Predictive Dialer in our collection campaigns is that we are now able to handle much more accounts and generate more revenue with the same number of agents. Therefore, we are extremely pleased with Altitude Software and the productivity gains we've enjoyed using the product,” said John Pearl. “It was an extremely worthwhile investment in our future."