Edinaya Service Servisa A-Aysberg Ltd (Project of creation of call center)

The project on the organization of call center in A-Aysberg company (Moscow) was executed based on the Russian solution IP call center of Naumen Phone.

With creation of call center the company increased quality of telephone customer service at the expense of modern means of call processing. Works on implementation were performed by NAUMEN company.

Project Objective

The uniform service of A-Aysberg service renders to the clients full range of services in the field of household service, from repair and service of home appliances before custom tailoring of clothes. The most part of customer appeals comes to the company by phone that does quality of telephone service especially important for successful business. Tools for quality control of service of calls, including degree of goodwill of personnel in relation to clients were required for company management.

Choice of software

For project implementation specialists of A-Aysberg company selected the software solution of IP call center of Naumen Phone and its developer, the Russian company NAUMEN. The choice of the solution was influenced by the fact that ESS "A-iceberg" already had experience of use of the IP telephony for creation of the single telephone network covering collection points for home appliances in the different districts of Moscow.

Project Progress

Under the terms of the contract in A-Aysberg company the call center on 40 operator places was unrolled, training of administrators and supervisors is provided. Jobs of call center operators were equipped with program phones with support of multichannel communication, a recording capability of a talk and data acquisition from external applications.

During the project uniform phone number 723-723-0 and all numbers of places of acceptance "A-iceberg" were gradually switched to the IP PBX who is a part of the solution Naumen Phone. A transfer of operator places to program phones was made in process of training of operators that allowed to carry out implementation of call center with the minimum inconveniences for employees and clients of A-Aysberg company.

Project Results

Project implementation allowed the company to increase performance of work of operator service. Today operators daily process several thousands of calls coming to Uniform service of service. Automation of processing of calls allowed to increase customer service quality, having reduced answering interval and having reduced quantity of the lost calls to a minimum.

With implementation of Naumen Phone the company had tools for collecting and the analysis of statistics on customer appeals. The analysis of statistics allows to reveal time of the maximum loads for call center and to control quantity of the unprocessed calls. Means of record of all telephone conversations also allowed the management to control work of call center operators and to estimate qualification of personnel.

The created call center differs in high degree of reliability and fault tolerance. Its smooth operation is guaranteed by the scheme of reservation developed during the project. Functioning of services is ensured by three servers (the server of processing of calls, the server of "a hot reserve", the server of storage of records of telephone conversations and statistics) therefore the call center can service calls even in case of failure of one of components.