Softkey.ru online store (Project on creation of call center)

The project on creation of call center in the SoftKey company which is engaged in sale of the software via the Internet. From the beginning of use of call center one of the leading Internet distributors of software increased quality of telephone service of buyers of Softkey.ru online store. Project implementation was executed based on the Russian solution IP call center of Naumen Phone.

Project Objective

The Softkey.ru online store daily processes the large volume of requests from clients. Only for the first half of the year 2005 the shop executed more than 37 thousand orders. Together with the active growth of number of orders also quality requirements and service rates of clients seriously increased, including service of phone calls.

To manage quality of telephone service and to effectively distribute loading among employees the management SoftKey decided to create own call center. For its organization of the company the flexible solution based on VoIP-technologies with a scaling option and integration into the Softkey.ru portal was required.

Choice of software

SoftKey, the solution IP call center of Naumen Phone 3.0 productions of NAUMEN company became the most profitable option, according to specialists. Successful experience of implementation of Naumen Phone in the Russian online stores became an additional argument for benefit of this choice.

Project Progress

During an implementation project specialists of NAUMEN company carried out works on installation and a software setup of call center, provided training of employees of Softkey.ru.

Project Results

With creation of call center the group of operators consisting of 4 employees is engaged in initial processing of calls. Besides, 25 employees of the company are users of the IP PBX who is a part of the solution Naumen Phone. Operators can readdress calls to these employees, for example, for receiving more detailed consultation on goods and its shipment.

For prevention of loss of calls to rush hours two queues of calls receiving calls on different numbers of shop are used. In the absence of free operators the called client is offered to wait for the answer and the predicted waiting time is reported.

Jobs of operators are equipped with the program Naumen SoftPhone phones with support of multichannel communication and a recording capability of a talk. Users of the IP PBX use program and hardware IP phones, in the latter case phones are connected to the server of call center through the software module of NauGK (gatekeeper) which is a part of the solution.

Creation of call center also provided to company management a possibility of control of quality of telephone service:

• the status of queues and load of operators is controlled by the supervisor online;

• collecting of statistics for which analysis there is a set of reports is conducted.

Perspectives of development of the project

Development plans for call center are solution integration of Naumen Phone with the Softkey.ru portal that will allow to transfer automatically at receipt of an incoming call to attendant workstation information on the order or a request to a support service.