Фанбург.ру (IP ATC Oktell)

The Фанбург.ру online store implemented call center of IP ATC Oktell

In May, 2016 the Фанбург.ру company announced that implementation of call center of IP ATC Oktell allowed online store to reach within two years new level managements and to increase multiply number of loyal clients. Monthly operators of the company accept up to 10000 calls.

Project Tasks

Tasks which were set for the contractor of the project, the Alpha Inform company:

• integrate all phone numbers which are available for the company in uniform call center;
• create a number of detailed reports for customer service quality evaluation.

On implementation of the tasks about two months were required, implementation and setting of work of call center took week. The remained time operators and responsibles of Фанбург.ру company tested functionality of new call center, entered amendments and notes on completion of a system.

Project Steps

The project of creation of call center for Фанбург.ру company included:

• Consolidation of several phone numbers in uniform automatic telephone exchange
• Change of the principle of distribution of incoming calls. Instead of an address call on the free operator the call is transferred to group in general that allows operators to define an answer priority independently. Such innovation is caused by features of work of call center specialists of the company.
• Organization of the round-the-clock acceptance of phone calls. Setup of work of call center allows to switch to time off of the main office the entering customer appeals to the staff of the round-the-clock salon of flowers.
• Formation about 40 forms of the reporting under work of call center, including such as total quantity of incoming calls, percent of the passed calls, conversion of calls to the taken orders, etc. The possibility of reporting both in general on the company, and separately on each employee is provided.
• Formation of a system of control events. This system includes a number of events as the informing character, and testimonial of violations in work of call center specialists. The due notice of responsible persons of Фанбург.ру company about emergence of similar situations allows to avoid serious complaints from clients and financial losses.
• Integration of call center and website. Includes a possibility of the order of a call back through a special form on the website and also automatically transfers to the operator information on the orders made via the website in time, non-working for the company.

Project Results

Key indicators of work of call center of Фанбург.ру according to the results of implementation of the Oktell IP PBX are as follows:

• Average quantity of the received calls monthly – to 10000
• The average time of customer expectation on the line – 15-25 seconds
• The average duration of a conversation – 90 seconds
• Quantity of the missed calls – about 10%

Modern technologies are that basis without which development of our company would be impossible. Consolidation of the website, call center and a management system for orders based on 1C in the uniform managerial tool is not a whim, but the requirement of time. It was very easy to cooperate with the Alpha Inform company. In joint projects professionalism of your partner is of very great importance, and with it at specialists of the contractor everything was fine, - Mihail Katz, the development director of Фанбург.ру company noted

In the spring of 2016 the project of integration of call center of IP-ATC Oktell with a management system for orders based on 1C is begun.