The AHML rents contact center at the former employer of the Chief information officer

Contractor Selection

In April, 2016 the AHML held the tender for the choice of the contractor for rendering services of contact center. Initial contract amount was 70 million rubles^[1].

Telemarket, Telerossa, Nyyukontakt, Tango Telecom, Audiotel, Voice Communication LLD and "Info content" (Beeper brand) took part in the tender.

In "Info content" in 2013-2015 Alexey Nidens since January, 2016 appointed the Chief information officer of AHML worked as the development director. This company also won a victory in the tender. Requests were estimated by two criteria - the price (30%) and quality/qualification (70%).

Technical specifications on creation of contact center

Purpose of creation of contact center

Cost reduction and the reputational risks of JSC Agency for housing mortgage lending connected about business – processing of appeals of the physical persons and legal entities which arrived on different communication channels (phone, e-mail, the website) at the expense of the organization of "the first line" of processing of addresses (outsourcing contact center), a possibility of accounting and quality control of processing of addresses and also for the appropriation account of levels of competence for processing of addresses of different complexity.

Criteria of achievement of the goal:

• not less than 80% of the arrived calls receive the reply of operator within 20 seconds, 95% of the arrived calls receive the reply of operator within 1 minute;
• Share of the "lost" calls no more than 5% of arrived;
• 100% of written addresses are processed according to normative terms;
• Satisfaction with client support (legal entities and physical persons) not less than 90%.

Period of the project and terms of the agreement

• Readiness of the Contractor for start of the project – from the moment of signing of the contract;
• Start of work of contact center – no later than 10 working days from the moment of signing of the contract;
• The duration of the agreement – 12 months with a possibility of prolongation according to the supplementary agreement of the parties.

Requirements to contact center

Main requirements

Operating time of contact center in format 24/7 (24 hours 7 days a week, including days off and holidays); Round-the-clock technical support;

Possibility of making changes in scenarios of a conversation (change of content of dialog of the operator), the knowledge base within no more than 1 hour after initiation of these changes from the customer;

All personal data used during the work of contact center should be stored and be transferred in the encoded type;

The contact center should allow to solve the following problems:

• Implementation of connection of additional external phone numbers and setup of flexible routing between operators;
• Integration possibility with the system of telephony Cisco Unified Communications Manager;
• Acceptance and processing of the phone calls arriving to the Organizations of JSC AHML (transfer of calls, consultation);
• Possibility of holding campaigns of outgoing call-down by different methods on the scenarios provided by the customer;
• Evaluating a document package of borrowers on compliance to conditions of the state program of the help (The order of the Government of the Russian Federation of 4/20/2015 No. 373) or to other requirements for the scenario/regulations provided by the customer;
• The organization of multilevel IVR with a possibility of rewriting and reconfiguration during 1-3 (one – three) the working days (depending on degree of complexity of changes). At change of IVR more, than for 75%, all works should be performed within 5 (five) working days;
• Possibility of informing clients during a latent period on the line about forecast waiting time of connection with the operator and current position in queue;
• Distribution of calls by priorities;
• Registration of information on all calls and written addresses coming to contact center (including date and time), which are serviced/answered with operators / managers in an information system of contact center
• Call recording, accepted and made by call center operators;
• Record of the readdressed talk between clients and the staff of JSC AHML;
• Management of archive of records of calls (storage, remote online access, online listening). A retention period of records – 12 months;
• Possibility of creation of scenarios of dialog of processing of a call;
• Formation of the knowledge base of answers to customer appeals;
• Formation of the internal address directory of subscribers;
• Storage of history of a customer appeal;
• Providing remote work to an opportunity on the attendant workstation used in contact center for the staff of JSC AHML;
• Automatic detection of the external customer number, at a call to JSC AHML (in case of accomplishment of calls with extension extension dialing);
• Implementation of a possibility of the order of a call back from the IVR scenario on the entered number;
• Setup of virtual queues – possibilities of routing of calls with their subsequent distribution on operators and the message about time waiting on the line;
• Possibility of sending SMS information for the client's phone (including, using SMS templates); a possibility of use of mass SMS mailing on the provided selection of Clients;
• Implementation of preprocessing of written addresses, (classification of the address by types and subjects, providing standard answers from the knowledge base);
• Possibility of sending electronic messages for external mail (partners, clients) within processing of written addresses / checks of document packages;
• Ensuring information support of clients on all processing stages of the written address / check of document packages.
• Escalation of addresses on the Customer's employees, at absence in the knowledge base of the standard answer (purpose of addresses to profile competence center, informing the applicant on terms of consideration and executives in charge in the automatic mode);
• Possibility of estimation by the client of degree of satisfaction with service after the end of dialog from operator / processing of the written address (exposure of estimates for service). "Binding" of assessment of the client to the operator, time, subject of the call/address, identification data of the client with a possibility of the centralized unloading on the temporary periods in different cuts.
• Existence of instruments of monitoring of level of availability: employment of operators, availability of communication channels;
• Existence of tools on monitoring of accomplishment of KPI, providing statistics and analytics for any period of work by means of:

Reporting systems with access via the Web interface and a possibility of creation of the user reports in a design view;

Recording systems of calls (record of 99.9% of dialogs taking into account all switchings of the client) with a record binding to the identifier of a call.

Requirements to territorial location of contact center

The hardware and software system (further a HSS) contact center providing acceptance and call processing should be located in the territory of the Russian Federation. The operability of a HSS should be provided due to reservation of the main a system component.

Platforms of contact center should be territorially distributed in the territory of the Russian Federation.

Requirements to call center operators

All operators participating in acceptance and processing of telephone calls and processing of written addresses should have the following qualities:

• competent oral and written language;
• good diction, tempo of speech;
• skill to communicate;
• emotional stability;
• the intonation is valid, delicate, interested, operators should express tranquility, confidence and correctness;
• advanced PC user;
• activity, initiative;
• obligatory knowledge of the methodical materials provided by the customer.

Requirements to fault tolerance and availability

Operation mode of contact center – 24/7/365, including days off and holidays.

For ensuring safety of data mechanisms of data backup should be provided.

Existence of necessary communication channels from two and more independent telecom operators connected to the platform of contact center.

Placement of the equipment in DPC for ensuring fault tolerance of work at spontaneous and other accidents.

Quality requirements of the provided services

• 95% of incoming calls otvecheno within 1 minute;
• Service Lever – 80%/20 seconds for calls;
• 100% of written addresses are processed according to normative terms
• Indicator of successful problem solving at the first address (FCR) not less than 90%;
• Share of the lost calls (LCR) no more than 5% of arrived;
• Quantity of the written calls, not less than 99.9%;
• Satisfaction with maintenance from clients not less than 90%.

Functionality of contact center

The contact center should service the following functionality:

• Consulting requests within specialized programs of JSC AHML as uniform institute of development, arriving on different communication channels (phone, el. the message, the address on the website)
• The general questions (basic addresses on transfer of calls on the staff of JSC AHML, general information about JSC AHML, etc.)
• SMS informing subscribers;
• Holding campaigns of outgoing call-down at the request of JSC AHML
• Evaluating a document package of borrowers on compliance to conditions of the state program of the help (The order of the Government of the Russian Federation of 4/20/2015 No. 373), or to other requirements.

Volumes of the consumed services

Approximate volumes of the services provided by contact center:

• Processing of incoming calls – approximately 80000 calls a month;
• The average time of processing of a call – 5 minutes;
• Written addresses – approximately 9500 in a month, the average time of processing of 1 written address – 15 minutes.
• SMS informing – approximately 10000 SMS a month.
• Holding campaigns of outgoing call-down with involvement of operators – approximately 22000 calls. The average time of processing of a call – 5 minutes.
• Holding campaigns of outgoing call-down by an answerphone – 125000 in a month
• Evaluating a document package of borrowers on compliance to conditions of the aid program or to other requirements – 1500 document packages a month. The average time of processing of one packet – 1.5 hours.

Notes