Teploenergo will organize own contact center

On June 10, 2014 the NAUMEN company announced implementation in Teploenergo company of own contact center created on the Naumen Contact Center platform.

Project Results

Using the Naumen Contact Center tools operational processing of the requests arriving from consumers of services through different communication channels – telephony (voice calls) is provided, to e-mail, the SMS, a web chat. Each address remains in a personal card of the client, always to the available call center operator, it allows to personify contact and to accelerate permission of questions.

In a system the consolidated collecting of analytical information on work with client addresses – about problems by types of addresses, their frequency and recurrence, speed of reaction and problem solving, by heat sources, districts of the city, management companies, houses, objects is conducted. The analysis of this information allows to take timely measures for the purpose of quality improvement of the provided services.

Creation of contact center on the basis of the multifunction platform helped the Teploenergo enterprise to optimize use of resources, having released highly qualified specialists of service of management of relationship with consumers (SUVP) from the routine transactions connected with service of a flow of client addresses.

Thanks to ample integration opportunities of the Naumen Contact Center platform specialists of Teploenergo could adjust independently data exchange with the 1C USTE program. Now, to the address which is stored in the directory of clients a system automatically performs search of all available points of heat supply. Also operators have access to the Knowledge base in which articles explaining the principles of tariff setting are placed references to regulatory legal acts, rules and standards of service and many other things are given.

Mikhail Rodygin, the chief of the center of remote consumer service of JSC Teploenergo, noted: "Implementation of a communication framework of Naumen Contact Center allowed to lower housekeeping overheads due to expansion of opportunities of remote customer interaction. Thanks to transition to cheaper channels, transfer of load of IVR services, we reduced cost value of processing of contact. Until the end of the year on our website there will be a personal account of the consumer where it will be possible to leave the address, the request, the complaint, to direct documents for check, to call the engineer, and a system will automatically check execution of works".