| Customers: Ouch Pi Ti Group (IPT Group) Moscow; Consulting, including managerial and personnel Contractors: Weathervane Sale (Infiniti Trade) Product: Call Center InfinityProject date: 2013/05 - 2013/07
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On October 12, 2016 the Weathervane Sale company announced implementation of technology of contact center of Infinity in structure of IPT Group company.
Project Results
In 2013, expanding business, specialists of IPT Group set for the company the task of equipment by the modern IT solution controlling service quality, rendered by the company. It was required to solve quickly arising disputable situations, to manage flexibly processing of calls, to accept and to process fully a flow of the arriving calls.
 | Quality of service is one of critical success factors today. Partly it is connected with change of ideas of business at owners and managing directors, partly — with development of consumer consciousness. The position of the consumer began to be displaced aside "for the money I want good service and I will buy where it is pleasant". The act of acquisition and consumption is transformed from especially utilitarian receiving necessary to self-valuable action from which the consumer wants to become widespread. High-quality service from luxury for a premium segment of services industry becomes a necessary factor of survival of business, it "a litmus piece of paper" of shared state of a management system for the organization. For this reason the right choice of the telecommunication platform was so important for us. According to the results of market research we made the decision for benefit of contact center of Infinity from Weathervane Sale company. The software package was flexibly integrated from our corporate automatic telephone exchange and solved all problems facing us.
Reduction of time expenditure on processing of a call, thanks to an automated system which allows to connect to the necessary person immediately became undoubted plus. The load of staff of the company decreased: earlier with information on commercial offers or advertizing the secretary was engaged in elimination of calls, now call center specialists are engaged in it. At the response of the specialist to a request of the client parallel calls and addresses are automatically blocked that allows to respond with higher quality and fully to the client's request, without being distracted by other calls. The human factor when the employee forgets contacts addressing for consultation is most excluded or incorrectly dials number, record of telephone conversations for the analysis of the reporting under quality of client service, quantity entering and percent of the lost addresses is kept. Now the contact center services about 80 companies. Thanks to the hardware and software system Infinity there was an opportunity to organize and structure all incoming lines with an individual voice greeting for each company. Information service with an opportunity to bring standard information to the client does not require participation of employees now — it allows to increase a client flow, without losing in service quality. Every year all of us expand our cooperation with Infinity developer more and we are not going to be satisfied with what has already been achieved. |  |
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