In Marko-Plus implementation of technology of management of contact center comes to the end

De facto also the project of automation of outsourcing call center in Marko-Plus company is de jure complete, the company reported on March 12, 2013. The supplier of the solution and the contractor of the project – NAUMEN company.

Tasks

Main objective of the project of creation of contact center – increase in the quality level of provision of services in a reach of calls of clients of banks – key customers of Marko-Plus company.

"We came to understanding of importance of existence of call center which in many respects is the business card of the company. Before creation of professional contact center service of client calls of the main customer, one of the largest Belarusian banks, we conducted based on the software solution of call center of this bank. But it did not solve all our requirements as other calls, on other customers, arrived on the existing uniform number constructed based on traditional automatic telephone exchange. Respectively to collect summary statistics on calls for carrying out the analysis of opportunities was not. There were no tools for quality control of service of calls, – Sergey Kruk, the deputy director of Marko LLC told. – Therefore we decided to create the contact center with the feature set, greatest possible for us. For this purpose selected the known Russian solution Naumen Phone Outsourcing".

Start

The new contact center began the work in May, 2012. Use of professional solution gave a new impulse to business development of Marko-Plus company. Providing the high level of customer service quality of banks became the main project deliverables. Possibilities of collecting of statistical information on work of contact center and creation of reports increased transparency of processing of client addresses and accountability of processes. Existence of the objective information allows to build constructive dialogue with customers now. Customers can request reports on calls and also – to listen to a call recording of call center operators with their clients for any period.