| Customers: Belarusbank
Contractors: Algorithm (Chapel) Product: Chapel. MFCProject date: 2012/01 - 2012/02
|
Kapella LLC completed the project on automation of customer service in contact center of JSC ASB Belarusbank.
Solution
During creation of contact center JSC ASB Belarusbank work of operators was automated using the software Chapel.
Results
- transfer of a part of service from personal contact in remote links of interaction, namely: phone and e-mail;
- process automation of customer service by phone using scenarios of service (service of the entering contacts, consultation on products and services using the knowledge base and express calculators, registration and request processing, outgoing campaigns);
- integration with the system of telephony Avaya, with the knowledge base of Bitrix;
- introduction of a quality control system of service;
- 25 jobs of operators.
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