MegaFon upgrades the portal of knowledge for call center operators

The Asteros Consulting company created the new portal of knowledge for call center operators of MegaFon. The message about it appeared in the press release of Asteros Consulting company on October 2, 2012.

Background

The MegaFon operator in 2012 integrated two contact centers in the Central and Capital branches. With respect thereto the unifitsikation of the applied software, and in particular — the portal of knowledge was required. The new version should not just provide support of uniform processes, but also to become the instrument of effective customer service.

Project

Staff of Asteros Consulting conducted examination of the existing processes of both contact centers and developed the concept of the solution which allowed to unify them. A geographically distributed system consists of two portals which work independently and are synchronized among themselves online. Such architecture provides the high speed of a response of a system, gives the chance to obtain aggregated data on both contact centers, allows platforms to use uniform functionality. At the same time information which is contained on the portal corresponds to features of each region. Besides, contact centers save working capacity irrespective of a status of communication channels between platforms.

The most difficult task during the project - to provide the fastest response of a system. Architects and developers "Asteros Consulting" optimized use of internal mechanisms of the portal thanks to what the speed of loading of the page does not exceed one and a half seconds.

"All were transferred to a new solution successful and usual to users elements from the former systems and new tools are added. About 800 employees of contact center estimated ergonomics and efficiency of the portal and mastered it for few days. Now during the conversation with the subscriber operators can instantly provide it any information, and content managers manage information without the assistance of technical specialists. We are happy with the achieved project deliverables and already started creation of the similar solution in Northwest branch. Interest in it was shown also by other branches of the company" — Igor Maystrenko, the head of sales and service of MegaFon company told.

"Knowledge which the staff of contact center has considerably support the high level of customer service, so – business. MegaFon understands importance of their effective use, preserving and management of them clearly. The methodology of creation of portals of knowledge worked us allowed to provide in the shortest possible time the national operator with the necessary tool for increase in a customer loyalty that will allow it to strengthen the leading positions on domestic telecom market" — Inna Mironova, the head of practice of Microsoft of Asteros Consulting company emphasized.