FDFgroup upgraded technology of contact center

The marketing agency FDFgroup is founded in Moscow in January, 2002. Then the group of adherents - the high quality professionals having long-term experience was created. The field of activity of the company includes marketing researches of the markets of consumer and industrial goods, the markets of services and also sociological researches. The agency specializes in quantitative marketing researches of consumers. Today the FDFgroup company conducts more than 1000 researches of varying complexity and orientations and also more than 1.000.000 interviews, including about 400.000 in regions of Russia.

As Nadezhda Kolioglo, the Manager of projects of FDFgroup notes, in the first years of a company performance telephone interviews were conducted without use of a specialized software that is called "in the old manner" - operators watched the phone number of the respondent in the database and manually took him on normal push-button analog telephone.

"At a certain stage of development of the company we realized that our employees can work much more effectively, - Nadezhda Kolioglo tells. – When we began to analyze their work, understood that in terms of the conversation interview we hardly can something essentially to improve using the software, however, the second part of work which also occupies a significant amount of time – the choice of the following respondent (especially if with the city code), cutting off of not productive calls (it is busy, number does not exist, etc.) the system of call center can obviously undertake dialing".

After assessment and the analysis of the solutions presented at the market, the choice was stopped on call center of Infinity from Weathervane Sale. "Most of all we liked a user-friendly interface, functionality of "Outgoing campaigns" and a possibility of test operation of the solution. Also the possibility of use of GSM gateways and construction of a system of flexible outgoing routing was one of advantages that allowed us to cut down communication expenses. As it appeared as a result, for us complete record of all talk became not less important. We send records of the conducted interviews to our clients, we can train new employees using records or solve disputable a situation if such arise", - Nadezhda Kolioglo comments.

Based on implementation of call center of Infinity, the management of FDFgroup noted several positive results at once: first, costs for communication, thanks to IP and GSM channels were many times reduced; secondly, employee performance in respect of performance considerably increased: instead of normal 100 interviews per hour, they began to see to 180 for the same period.

At the moment possibilities of Infinity are generally used for commission of outgoing calls, but FDFgroup systematically approaches opening of the new area of work where "The entering campaigns" will be used already. "We have a good software, in the form of call center of Infinity which allows to solve a huge number of tasks, however at the moment we use not all that is put in it by developers. In particular, we practically do not work for call acceptance, but in the future we would like to create the full-fledged outsourcing front office to expand a range of the provided services to our clients", - Nadezhda Kolioglo summarizes.

Upgrade of software

On May 18, 2017 the Weathervane Sale company announced upgrade of the version of the program for optimization of work of contact center of MA of FDFgroup in 2015.

Advertizing MA FDFgroup, (2016)

faced us a problem of creation of big call center. The specifics of work of the marketing agency assume creation in the program of an unlimited number of projects and implementation of phone calls to any regions of Russia, taking into account different time zones. The possibility of fast installation of the platform on attendant workstation was also required for us, it is easy to check settings and statistical data, and for the shortest time to train new operators. We stopped on Infinity as this system allows to exercise full control of operators and to instantly obtain statistical data – the program offers boundless opportunities of control. Before purchase of call center of Infinity we considered some more candidate solutions of our tasks. But other software products did not have something yes. For example, it was impossible to listen to a conversation online, or it was impossible to make any report urgently. And with Infinity we received the product which was completely satisfying to our requirements.