Tsentel Ltd (Project of automation of customer support)

The project of automation of customer support (Help Desk) of the Moscow telecom operator of Tsentel included:

• creation of the uniform center of processing of requests and customer appeals;

• automation of an incident management process.

Project Objectives

The main objective of a support service of Tsentel is a quality improvement of customer service in the conditions of rapid growth of a subscriber base. Today about 40 thousand telephone addresses monthly come to the company, and within a year their considerable gain is expected. To achieve an effective objective of the company fast and effective processing of all requests and customer appeals, including requests in technical support service was required.

Project Progress

The project was implemented based on software solutions Naumen Service Desk and IP call center of Naumen Phone. During the project specialists of NAUMEN company carried out works on installation and setup of software solutions and also their integration with other information systems of Tsentel company – a billing system, a system of accounting of network faults (fault management) and a management system for dresses.

Project Results

For service of phone calls of Tsentel organized own call center in which functions of operators of the first line (front line) are performed by the staff of service Help Desk. Their tasks include preprocessing of calls and permission of standard problems which clients when using of services face.

Distribution of calls between 40 operators the software solution of IP call center of Naumen Phone 3.0 manages. From the beginning of its use each operator could process twice more addresses, and the average time of customer expectation to lines was reduced to 15 seconds. To avoid excess load of operators, in Tsentel address routing of calls to the reply of operator is also used. At receipt of a call the analysis of its parameters and the available data on the client is carried out, then the call center automatically directs a call to queue of calls of a support service, to sales department or to the system of autoinforming.

During the work with each call the employee of service Help Desk sees on the screen at most customer informations – the current balance, the report on traffic, technical details of connection, existence of problems in network, the previous addresses, etc. Using the questionnaire configured in Naumen Service Desk the employee can quickly classify type of the address and apply the necessary scenario to its processing.

In that case when the address is caused by a technical issue, the employee of service Help Desk uses the questionnaire for identification of a problem and transfer to the client of instructions on its permission. Thanks to it the high number of permissions at the first address was succeeded to provide the companies. Today up to 90% of requests in a support service decide during one telephone conversation. More difficult addresses which do not find the answer during the telephone session are registered in Naumen Service Desk as incidents and are transferred to permission to technical specialists.

Control of the course of elimination of an incident is provided by the subsystem of automatic escalation notifying managers on existence of open incidents. Use of these tools made process of work with incidents more transparent for company management and allowed to develop the system of motivation for the staff of service Help Desk.