LogiCall

On December 3, 2013 it was announced that the contact center of I-Teco Group begins provision of services of outsourcing and a customer support under a new brand — LogiCall. Clients of contact center are already the Russian banks, telecom operators, trading and transport companies. The new brand is focused on quality and efficiency of service, observance of corporate standards of clients, modern technologies of receiving and data processing.

Earlier the contact center of I-Teco was called among the largest in Russia in the rating of RBC. According to RBC.research, the size of the market of services of outsourcing call centers in Russia in 2012 increased by 30.1% and showed growth, record for the last four years, - for 30% in terms of money. As expected, in 2013 the market will grow by 18-23%. One of trends of growth is change of strategy of the large companies: resolving an issue of development of own call centers, all of them resort to services partner outsourcing more often, giving them a broad spectrum of tasks — from technical support of users before carrying out large-scale analytical researches. In Russia the share of outsourcing call centers varies in the range of 10-12% in recent years.

"We note steady growth of demand for services of contact center from participants of the markets of e-commerce, the banks working in a retail segment, providers of broadband Internet access" — Katsoyev Alexey, the CEO of contact center of LogiCall (I-Teco Group) emphasizes.

Transferring function of call center on outsourcing, the large companies and state structures get such advantages as fast scaling of projects (it is especially relevant for peak seasons and actions), lack of staff costs, uniform standards of work, an opportunity to work with qualified employees without training costs own. The contact center of I-Teco company answers such universal trend of outsourcing as removal of service divisions to regions and the adjacent countries in which at reduction in cost of service it is possible to avoid a language barrier. Work of the distributed contact center (the platforms LogiCall are in Moscow, Minsk, Saransk and Krasnoyarsk) is supported by capacities of data center TrustInfo - one of the largest commercial DPCs of Russia.

Development of technologies of communication and new media changed the traditional concept of remote information service. Even more often from call centers of the company pass to contact centers which support communications with clients on all channels: phone calls, e-mail SMS, online chats, social networks, different services of instant messages (Skype QIP ICQ Windows Live Messenger Google Talk). The companies having own corporate call centers can address services of the outsourcing centers for attraction of additional resources, the organization of information support of advertizing campaigns or support of basic services. So, in November, 2013 the company Servionika"(I-Teco Group), managing contact center of LogiCall, began to provide a complex of such services for Mosenergosbyt. LogiCal is going to announce the organization of outsourcing contact center for large telecom operator.

Among the services rendered to LogiCall to the customer (whose name cannot be divulged under the terms of the contract), – updating of the database and its segmentation, carrying out outgoing call-downs, drawing up analytical reports. A key performance indicator in this direction is the operating time of the extensive database on legal entities of Moscow and the Moscow region, with relevance not less than 80%.

2014: The organization of telephone service for health care in one of the million-plus cities of Siberia

The contact center of LogiCall which is under control of Servionica company began with summer of 2014 the project on the organization of telephone service for health care in one of the million-plus cities of Siberia.

One of social problems of the large cities is increase in load of medical institutions in process of growth of the population. For improvement of a situation different services are used, including – telephone services for record on consultation or inspection, information support on services of social insurance and other questions. Such service is organized also in one of the largest cities of Siberia. To request processing of the population of the million-plus city it was decided to attract resources of the outsourcing contact center of LogiCall (I-Teco Group) which already have experience of implementation of similar large-scale projects. In 2013 LogiCall performed support of the telephone service "Right to Health" opened by Territorial fund of compulsory health insurance for Krasnoyarsk Krai (TFCMI).

Call center operators of LogiCall accept requests of residents for execution of the policy of compulsory health insurance and also provide the reference information about medical institutions. LogiCall is among the largest service providers of outsourcing of call centers in Russia, in it more than 1000 operator places, work is carried out in mode 24х7. Technical capabilities and qualification of specialists of hotline allow to minimize waiting time of the subscriber – according to terms of the contract, it should not exceed 30 seconds.

The social importance of work of contact center is obvious: by experience of the similar project implemented in 2013 in the first four months after start of service more than 5000 addresses were registered. The convenience and availability became the most important advantages of new service. An opportunity to quickly resolve the vast majority of issues by phone is extremely important for all categories of the population, first of all – pensioners to whom health does not allow any more is long to move on the city and to stand in tiresome queues and also for parents with juvenile children.