Himart.ru (Project on scaling of corporate call center)

The project on expansion of corporate call center in network hypermarket of electronics 003.Ru. Now the call center with the IP PBX organized based on the software solution Naumen Phone will also service the new project of the company − Himart.ru (www.himart.ru) online store.

Profile of activity of the company

The network hypermarket of electronics 003.Ru (www.003.ru) was created in 2000 and is one of the first professional online stores selling home appliances. Today 003.Ru surely is in the lead on sales of home appliances via the Internet in Russia and the next abroad. In August, 2004 the company opened the new shop Himart.ru specializing in sale of the elite video and audio technics.

Project Objective

Since March, 2004 the center daily receives call and services about 1.5 thousand phone calls of buyers of network hypermarket 003.Ru. Use of call center allowed to minimize quantity of unserved calls, to increase the speed and customer service quality.

With start of the new Himart.ru project specializing in sale of electronics of the class Hi-fi and Hi-End there was a new task – to provide to buyers of the elite equipment not less high level of service.

Project Results

Thanks to the expansion opportunities put in a solution architecture of Call-centre/IP-ATC Naumen Phone, the assigned task managed to be solved with insignificant costs and the minimum efforts. As a result the operating call center had an opportunity to service calls on phone numbers Himart.ru, additional jobs for operators were also organized.

Today calls of clients are processed by 12 operators whose personal computers are equipped with the program Naumen SoftPhone phones — agents of call center. After initial processing, operators send calls to groups of consultants for different types of home appliances. All consultants are also equipped with multichannel program phone numbers and are subscribers of call center.

The call center also ensures functioning of automatic help desk 003.Ru: using voice menus buyers can find and receive answers to often found questions.

For the purpose of balancing of loading operators in turn process the calls arriving from clients 003.Ru and Himart.ru. At receipt of a call on the screen the operator has a card with indication of in what shop the client calls. Depending on it the operator carries out these or those instructions.