The call center of InterZet automated 275 operator places on the solution NAUMEN

The project on automation of call center of InterZet company, the telecom operator in Russia providing services in the Triple Play format is complete. Possibilities of the new technical platform allowed the operator to refuse services of the outsourcing companies and by own forces to service all calls in hours of peak load. The supplier of the solution and the contractor of the project – NAUMEN company.

One of the most fast-growing telecom operators of InterZet provides telecommunication services in the cities of St. Petersburg, Veliky Novgorod, Cherepovets, Yaroslavl and Chelyabinsk. The number of the new subscribers connected by the company to the Internet monthly – more than 10 thousand people, the total number of the subscribers serviced by the company – more than 400 thousand. Selling the development strategy in the regional markets, InterZet at the same time works on business process optimization and improvement of service quality of subscribers.

With expansion of geography of presence and, respectively, increase in number of subscribers, the former performance of call center ceased to correspond to requirements of the fast-growing company. The used software solution could not provide one-time processing of a large number of calls, especially in the period of the maximum load which had, as a rule, for the beginning of month and was connected with education at subscribers of debt. Also large number of calls arrived in case of emergency situations, or during advertizing campaigns or marketing actions. For ensuring operational customer service in the period of the maximum loads, the company was forced to address services of outsourcing call centers.

The solution of the listed problems required implementation of the high-performance technical platform with enhanced capabilities of scaling, integration with external systems and also – with the functions allowing to manage not only queues of calls, but also business processes of call center. To these criteria fully there corresponded the software product for call centers of the leading Russian developer – NAUMEN company.

During the project specialists of NAUMEN automated 275 jobs on one platform of call center. Increase in power of contact center provided a possibility of processing without loss of quality about 600 one-time calls. At the same time, possibilities of the new software solution allow in the period of high load of call center the most part of incoming calls automatically now to redirect on IVR, reducing, thus, load of call center operators. It became possible thanks to solution integration with a billing system of InterZet.

Implementation of this task provided an opportunity to route incoming calls on different algorithms, in view of the following information: existence or lack of the phone number in the database, a status of the personal account, a condition of equipment by means of which services, the status of the subscriber, presence of the personal manager are rendered to the subscriber. On the basis of the acquired information the call can be distributed on one of automatic informants and the corresponding message is lost to the subscriber (about a lack of means on balance or accident on section of network). Thus, the subscriber receives the answer to the question, without spending the time for waiting of the reply of operator.

In case the call is distributed on the call center operator, on the working screen of the operator the subscriber's card with detailed data emerges (rates, personal data, data on its relations with the company, etc.). The operator, having this information, has an opportunity to be configured correctly on a conversation and to quickly process a call.

"With the implementing solution NAUMEN we managed to optimize costs on service of calls of subscribers. Now there is no need during peak loads to address services of outsourcers as the possibility of providing IVR service to subscribers appeared. At the same time, thanks to a possibility of autoinforming subscribers according to the standard addresses connected with negative balance or a problem on network load of operators decreased, – Dmitry Anchunov, the CEO of InterZet company notes. – In the medium term we are going to expand call center to 400 jobs".

Along with effective management of calls call center agents perform sales of company services using new tools. Outgoing call-down can be carried out both with involvement of call center operators, and in completely automatic mode. The possibility of an avtoobzovon allows to inform timely and quickly the maximum number of subscribers on the carried-out marketing actions and to increase sales.

Substantial assistance in improvement of work of call center is provided by statistic reports, including reports on employment of operators. The analysis of these reports gives the chance to the management qualitatively to plan and make the correct decisions. Also, controllability of service quality of subscribers at the expense of a recording capability of a talk of operators with subscribers increased.