Mosenergosbyt uses outsourcing contact center

247 November, 2013 of I-Teco company and JSC Mosenergosbyt announced the beginning of a new stage of works on the contract of outsourcing of services of contact center.

Project Tasks

LogiCall operators (under this brand since June of the current year the contact center entering into structure of the service direction of I-Teco is presented at the market) began to advise subscribers of Mosenergosbyt concerning the equipment, rates, to legal aspects of service, standards and accounting systems, additional services in the field of deliveries and electricity metering.

Under the terms of the contract, resources of I-Teco are used in addition to capacities of own contact center of Mosenergosbyt in which about 180 people work.

"Attraction partner outsourcing allows us to optimize a business model of service of subscribers: lower housekeeping overheads of clients and development of own contact center, to concentrate on primary activity of the organization – electrical supplies to end consumers", – Roman Medintsev, the marketing director of Mosenergosbyt company noted.

The Servionica company under whose management there is a contact center of LogiCall, developed for Mosenergosbyt a range of services, dopuskeayushchy a combination of work of outsourcing contact center to own resources of the customer and optimum distributing capacities, increasing customer service quality. One of keyword parameters of effectiveness – waiting time of the subscriber to lines – was reduced from 2-3 minutes to 30 seconds. The project on provision of services of outsourcing contact center is begun in March, 2012.

"An essence of our project – in full support of all functions of contact center of the customer: LogiCall operators not only receive and process calls, but also give consultations in full, as well as the staff of own contact center of Mosenergosbyt. We see the task in that the client received high-quality service irrespective of, the employee of Mosenergosbyt or operator of our contact center services it" — Evgeny Shchepilov, the company executive Servionika explains.

According to regulations of service (SLA), call center operators of Servionika receive calls of clients of Mosenergosbyt by 30 dedicated lines and advise consumers concerning any complexity – from calculation of rates to conditions of installation of the energy saving equipment. In addition, such additional services as replacement of the equipment and transition to energy-saving technologies are offered consumers in contact center.