LogiCall

History

2020: Results of the merger with Telecom-Express, Beeper and Comfortel under the Voxys brand

A participant in the Russian market of outsourcing contact centers, Voxys announced on February 16, 2021 to TAdviser the first results of its work under this brand in 2020.

The Voxys brand arose during the M & A deal, which lasted two years and ended in the winter of 2020, at the same time LogiCall joined other project participants. More details here.

2017: Site in Saransk

On April 24, 2017, the LojiCall contact center announced the opening of a site in Saransk.

Within the framework of the modernization project, the area of ​ ​ the contact center was expanded, the number of equipped workplaces was increased, telecommunications equipment was modernized, and the space for training, work and rest of employees was optimized.

The need to expand the CC is due to the development of the LojiCall project - support for the systems of remote banking services corporate clients of PJSC. Sberbank As the number and variety of services provided by the bank grows, the volume of tasks of the LodjCall CC is constantly expanding. To maintain the quality of service, we need a modern scalable infrastructure, and the opening of a CC site in Saransk will allow us to fully realize this need. Alexey Katsoev, Director of the LodiKol CC

2015: Services

Success in the banking retail market depends on the effective organization of online service and mobile banking, the quality of the contact center - due to growing competition, it is no longer possible to attract a client only through price policy. The "secret weapon" of banks is improving the quality of service. The objective of the conference is to present the best practices of the organization of customer service in the financial sphere.

As of 2015, tens of millions of people around the world use remote banking services, and Russia was no exception. Moreover, banks are increasingly transferring the maximum of their services to a remote basis, excluding the need for the client to constantly contact "live" offices (and therefore multiply their number). The larger the bank, the more serious the problem of supporting the BBO process as an important part of the client service becomes.

The experience of LodjCall with large financial structures includes projects for technical support and informing users, the complete transfer of the contact center to leased capacities, the creation of its own programs for the development and motivation of personnel, the use of cloud technologies to support the work of a distributed contact center with sites in several regions.

2014

2 million remote banking outsourcing requests processed

The LojiCall contact center, managed by Servionica (Ai-Teko Group of Companies), set a record in the fall of 2014 for the number of applications processed as part of the outsourcing service for remote banking users (DBS): their number exceeded 2 million, and the maximum number of applications closed by one agent during the day reached 240 with an average level of 50-100 per day.

Outsourcing of DBS user support

According to 2014 information, Outsourcing of DBS user support is the key competence of LojCall. Thus, cooperation with a professional outsourcing contact center allowed one of the largest Russian banks to reduce the waiting time of customers on the line (on average, no more than 5 seconds), reduce the number of call losses, resolve more than 95% of issues by contact center operators, attracting their own resources only to the most difficult requests and situations.

The main business tasks of banks when outsourcing support for DBS users are to reduce customer service costs amid the growing volume of calls, as well as centralize communications and introduce uniform service standards. The capabilities of the LojiCall contact center, which has a distributed structure and centralized control, allow you to process up to 600 thousand calls per month, which significantly exceeds the planned load - up to 10 thousand calls per day (about 300 thousand calls per month). The LojiCall contact center includes 3 technological sites - in Moscow, Krasnoyarsk and Saransk. The contact center infrastructure is built using cloud technologies, so the contact center does not experience restrictions in server resources to work with customer requests from all regions of Russia and the CIS, in 24x7 mode. More than 1000 operators work in the contact center, more than 150 specialists provide technical support.

As part of the service outsourcing project, the Servionica contact center not only provides the site of its own contact center, LodjCall, but also provides reserve capacity to strengthen the resources of its own contact centers of banks during peak load periods. The basis of the IT infrastructure of LojiCall is the data center TrastInfo (also owned by Ai-Teko Group of Companies), one of the largest commercial data centers in Russia. The stability of its operation corresponds to the Tier III level, which is an additional guarantee of the availability of contact center services for customers.

Basic Contact Center Settings

As of 2014, LogiCall is a contact center within the company Servionica.

The main parameters of the contact center are:

• The number of equipped operator seats is more than 1 thousand.
• Operator response waiting time is not more than 30 s.
• Working with all communication channels.
• 24x7 carrier availability (24 hours a day, 7 days a week).
• Its own commercial data center (DPC), which houses business applications that automate the work of operators, and the core of the voice system.
• Full duplication of voice and automated systems to support call center activities.
• 100% redundancy of data transmission channels connected to each of contact center sites and data center.
• Intelligent call distribution system between sites where operators are located.
• The latest contact center support systems are Avaya Aura Call Center Elite and Cisco Systems.