IBS started contact center

On April 22, 2015 it became known of creation of multifunction contact center on the Asterisk platform by request of IBS company. The contractor of the project the Line 24 company^[1].

Project Results

TsOV "Line 24" is the full-function center of processing of incoming calls helping with the solution of operational and strategic business challenges of the enterprise.

For April 22, 2015 TsOV is used in division of IBS company which is engaged in mass hiring and personnel recruitment across Russia and abroad. In contact center about 50 operators accepting more than 3500 calls a day work.

For customer service quality improvement all calls are integrated from a corporate DB and CRM, permanent record of negotiations is kept, interception of a call, listening and online hints is possible. Function of a call back to the client at appearance of free operators in queue allows to minimize waiting time to lines and the total cost of the entering voice traffic. Also new TsOV allows to distribute the client's calls on the last operator to whom he talked, or to make a transfer in VIP-queue.

IBS IT services, 2014

The module which is actively used in IBS for creation of campaigns of mass telemarketing with participation of operators or automatic informing clients is implemented.

Preproject approvals, installation and setup of contact center are complete within 10 calendar days.

Notes