Case Study: Thanachart Bank achieves double right-party contacts and higher telesales productivity with Avaya Proactive Contact

Thanachart Bank - Customer Case Study

Thanachart Bank, Thailand’s sixth‑largest bank and a leading automobile lender, faced an outbound telesales challenge: agents worked from manual call lists, averaging about 30 contacts per day and only three hours of talk time, leading to inconsistent performance and limited insight into productivity. The bank wanted to boost contact rates and revenue without increasing headcount, and to add automation, better data and process control.

Thanachart deployed Avaya Proactive Contact with predictive dialing integrated into its Avaya Aura platform, plus custom interfaces and a phased rollout. Results: right‑party contacts nearly doubled (from ~30 to 58 per agent per day), agents now spend 5–5.5 hours on calls, idle time fell, average handle time dropped ~10%, sales productivity rose, managers gained deeper performance insight, and customer experience remained unaffected.

Thanachart Bank

Albert John DiMauro

Head of Non Branch Channels