"Rostelecom the Northwest" optimizes work of contact center

On April 4, 2014 CST company announced end of a pilot project on use of a system of speech analytics of Smart Logger II in service of the entering telemarketing (ET) of Rostelecom Northwest company.

Project Tasks

Task of service of the entering telemarketing – processing of telephone requests from the acting users of services and requests from potential clients therefore it is important to company to pay attention to increase in efficiency of division. Within two weeks a system made the round-the-clock registration and the automatic analysis of the customer appeals of Rostelecom arriving on jobs of operators of service W. High-quality improvement of several major indicators of work of CC became result of use of means of the complex speech analytics which is a part of Smart Logger II.

Problems of a pilot project:

• determination of the main subjects of addresses;
• identification of non-core loading which can be "brought" to other services ERKTs;
• determination of basic reasons of the tightened customer service;

detection of addresses of potential buyers of services of Rostelecom.

Project Progress

Thematic analysis of customer appeals

At the first stage of a pilot project using sensing technologies of the speech and lexico-semantic analysis automatic classification of phonograms of telephone negotiations of operators with clients was carried out that allowed to reveal ten most frequent subjects of client appeals to service of the entering telemarketing.

By means of the analysis of lexicon of negotiations it was succeeded to find out that among "top" there were subjects which are not relating to a profile of service of the entering telemarketing, and the level of non-core load of division is a considerable part from a total quantity of addresses. On the basis of data retrieveds specialists of CST prepared recommendations about optimization of structure of the IVR menu, and upon termination of the project almost double reduction of non-core loading was revealed.

Distribution of primary subjects of customer appeals

Project Results

Reduction of non-core loading increased number of the accepted calls from potential clients by 38% and for 2% number of the registered requests for use of services Rostelecom. The amount of the released broadcasting time of operators was nearly 1.5 thousand minutes every day that led to increase in availability of service of the entering telemarketing more than for 9%.