Registratorsky society STATUS (The project of creation korporat.call center, providing the new service level of clients)

The project of creation of corporate call center in Registratorsky Society STATUS Ltd for the purpose of high-quality service of the largest issuers of Russia and their shareholders.

The project is executed by NAUMEN company based on the software solution of IP call center of Naumen Phone.

Project Objective

Create corporate call center for quality improvement of telephone customer service and also – ensuring uniform distribution of load of employees.

About the Project

During the project specialists of NAUMEN carried out a complex of works, including personnel training, installation and a software setup of call center, a subsystem of voice menus (IVR) and jobs of operators. In the sall-center function of an audio recording and also routing of calls depending on time of day was configured. In addition to it setup of the voice gateway allowed to distribute call processing between automatic telephone exchange and the sall-center. A part of the calls arriving on phone numbers of the company still continues to be serviced by automatic telephone exchange while calls on number of "hot line" began to be serviced by call center operators.

Project Results

With implementation of the software solution of IP call center of Naumen Phone the company provided the high level of telephone service and offered the clients, the largest issuers of Russia and their shareholders, new forms of joint-stock service.

The multilevel subsystem of autoinforming was applied to convenience of clients in call center. With its help shareholders independently obtain necessary information on activity of the issuer, including data on a payment procedure of dividends, general shareholder meeting, the reference information, etc. If the acquired information is not enough, the shareholder can switch to the call center operator and specify the data interesting him. For receiving consultations the operator can also quickly transfer a call to the specialist who is in the workplace or using the mobile voice radio of the DECT standard connected to a telephone network via the FXS gateway.

To avoid loss of calls to rush hours, in call center queue of calls is applied. If the client who addressed to call center has no time to wait for the reply of operator, it can leave a voice message, having listened to which, the operator will contact it and will provide the interesting information.

Creation call center based on IP call center of Naumen Phone also solved a problem of high load of individual employees, having provided uniform distribution of calls between call center operators. In turn, the company management "STATUS" had an opportunity of control of customer service quality and job analysis of call center using a subsystem of the reporting which is available in Naumen Phone.