Case Study: Bank of Communications achieves 4x call completion and scales to 32,000 daily collection calls with Alvaria

Bank of Communications China Driving business impact with unified solutions from Aspect

Bank of Communications China (BOCC), one of the country’s top five banks with more than 2,800 branches and international offices, faced rising credit‑card debt and inefficient collections. Time wasted on calls that reached voicemail or busy signals and limited outbound campaign management constrained agent productivity and recovery rates, so BOCC needed a reliable, scalable contact‑centre platform with advanced outbound and campaign‑management capabilities.

BOCC deployed Aspect Unified IP across 635 seats to handle outbound dialing, voice portal and recording. The solution tripled overall collection efficiency, quadrupled peak call‑completion rates, and raised capacity from about 8,000 daily collection calls to over 32,000 on peak days (roughly 20,000 daily on average), reducing operating costs and significantly improving recoveries and agent productivity.

Bank of Communications

Li Chaohui

Chief Operating Officer