Softline group (Project of upgrade of corporate call center)

The project of upgrade of call center in Softline Group based on the IP software product call center of Naumen Phone

The project is executed by specialists of NAUMEN company.

Project Objective

The call center of Softline carries regularly out call-down of clients, notifying them on new offers and inviting to participate in the events held by the company. With increase in the customer base and expansion of geography of the cities where Softline branches work, the company needed more effective remedies of the organization and holding telemarketing actions.

Choice of software

For the solution of telemarketing tasks Softline selected the solution IP call center of Naumen Phone and its developer, the Russian company NAUMEN. NAUMEN which is available for specialists experience of project implementation for call centers and also ample opportunities of Naumen Phone in the field of integration with products of other producers (the systems of the class CRM and Service Desk) became the key reason of such choice.

Project Progress

During the course of performance the project specialists of NAUMEN carried out installation and setup of server components of IP call center of Naumen Phone and more than 40 jobs of call center operators. Call center agents of Softline were trained to work with the new software. With assistance of the supplier IT specialists of Softline passed decisions works on integration of Naumen Phone with the CRM system thanks to which it was succeeded to implement bilateral data exchange: the information about clients from the CRM system is exported on the server of management of call-downs, information on results of call-down is in the opposite direction transferred.

Project Results

From the beginning of operation of IP call center of Naumen Phone process of call-down of clients is completely automated and is controlled on a centralized basis. The dialing is executed automatically, according to the schedule, taking into account the number of admissible attempts and the permitted intervals for accomplishment of a call. To the call center operator the call comes to the moment of connection with the client, along with a call on the screen of the operator there is a questionnaire created in the CRM system and containing data, necessary for service of a call. Information entered in the questionnaire by the operator remains and transferred together with other results of call-down to the CRM system for the analysis and report generation. For ensuring control of quality of work of operators the call recording on the server is used.

Project implementation allowed the company quickly and to qualitatively inform clients on the carried-out actions, to invite to different actions, using all arsenal of modern means of telemarketing.