Allsoft.ru online store (The project of creation of call center for sale and software maintenance)

Creation of call center in Allsoft.ru online store. The project is executed on the basis of the Russian solution IP call center of Naumen Phone by specialists of NAUMEN company.

Project Objective

With growth of the customer base and the beginning of work of Allsoft.ru in the CIS countries — Ukraine, Belarus, Kazakhstan and Uzbekistan — the companies were required more effective remedies of processing of the entering telephone calls, than used the PBX. For customer service the scalable flexible solution capable to distribute calls between sales department and a support service was required, to balance loading between employees, to prevent losses of calls to rush hours and also to keep statistics for efficiency analysis of work of call center and online store in general.

Choice of software

Specialists of Allsoft.ru selected the solution IP call center of Naumen Phone and its developer, the Russian company NAUMEN. NAUMEN which is available for specialists experience of creation of call centers for 003.ru, Parter.ru online stores and some other and also broad functionality of the solution became the key reason of such choice. Also positive role when choosing was played by experience of use of Naumen Phone in Softline parent company.

Project Progress

Specialists of NAUMEN company developed the technical project for the project, carried out installation, setup of jobs and rules of routing of calls between call center and the PBX and also performed works on setup of the additional hardware, in particular – the VoIP-gateway Cisco 2811. Before start of call center training of staff of online store at courses of users of Naumen Phone was provided.

Project Results

With project implementation the company received the modern instrument of business. Now telephone customer service in Allsoft.ru is completely automated and is controlled on a centralized basis.

Using Naumen Phone the online store managed to raise the service level of the clients: due to use of queues of calls losses of calls to rush hours were minimized, at the same time the speed of work of operators significantly increased.

For call processing four queues are organized. To reduce answering interval of the operator for clients, the new call goes to the queue which is least loaded into this moment. If the client selects in the voice menu item for consultation on installation and use of programs, the call is automatically transferred to Support queue. Also using the menu of the IVR server, called can dial the extension and switch to the specific employee or send the fax. The voice message with the offer to call back next day or to leave the message in a box of voice mail is lost to the clients who called time off.

In turn the management of Allsoft.ru had an opportunity to analyze efficiency of call center and online store in general using the system of reports.