CB Iskra implemented technologies of contact center

On July 5, 2016 the Weathervane Sale company announced implementation and start of technology of contact center in the company "to CB Iskra.

Project Tasks

At the end of 2015 with growth of number of tasks and projects at "CB Iskra there was a need to change quality of circuit management of communications with clients and partners, to automate a number of the tasks which are carried out by the staff of contact center. For project implementation gathered a project team, defined main objectives and selection criteria.

Action "CB Iskra, (2015)

When choosing the platform experience of supplier company and the list of the large customers using this product was important. We consider that Infinity satisfies all requirements of our enterprise. The platform is regularly updated that allows all divisions to improve customer service. Alexey Pochikai, chief of contact center of JSC CB Iskra

Project Progress

• Purchase and delivery of the server hardware.
• Deployment of physical servers and their integration with the existing infrastructure.
• Software deployment and setup of basic scenarios, testing of fault tolerance of a system and reservation.
• Test operation of call center of Infinity.
• Integration of software of contact center with corporate information systems, including with 1C, by means of the module Flash Connect.

Project Results

In comparison with manual set, when using the progressive and predictive modes we do not spend resources of operators for dialing to the client and processing of unsuccessful attempts, all this does the server without participation of the employee. Considering features of services of satellite communication, often our consumer, being in the remote locality, has the low level of availability by phone. For example, on one of projects we initiated 200 outgoing calls in the automatic mode within one working day, at the same time only 11 of them were successful - time spent by employees for data processing of contacts was read minutes instead of several hours of manual routine work! An important point of call-downs are the scenarios allowing to program standard algorithms of conducting dialog with the client and to receive reports on results of communications. This form of work with a call allows the operator to follow accurately the instruction, reducing quantity of errors and a labor cost on personnel training. It is very important at multiproject work of employees. Alexey Pochikai

Functions of special IVR are used, following instructions of which the addressed client can obtain information in the automatic mode (for example, about the operating actions), to contact the fixed manager and/or to connect to the profile interesting activity specialist. For internal consumers different office IVR scenarios are configured.

Infinity allows us to systematize contacts with clients and partners, simplifies work of personnel and provides control of processing of contacts by employees. Thanks to it we considerably increased an indicator of converting of calls to sales and raised a customer loyalty. In further development plans for contact center - creation of a system of outgoing telemarketing on promotion of products "CB Iskra and carrying out marketing researches with what, certainly, we will be helped by Infinity. The functionality of a system allows to configure flexibly outgoing campaigns, to manage loading of personnel, to trace a funnel of sales on each product and on each campaign separately. It is sure, with Infinity we will achieve success and in these directions. Alexey Pochikai