Five contact centers Business Lines - on Cisco

The Business Lines group, the transport and logistic operator of Russia, increased the number of active users of contact center thanks to software installation of Cisco company, the world leader in information technology field.

In Delovye Linii Group within eight years, since 2009, 5 contact centers were created: St. Petersburg, Samara, Saratov, Omsk and Astrakhan. Opening of such division — topical issue for the logistic companies. It is the tool for implementation of operational informing clients, and, respectively, helps to increase their loyalty.

The Cisco company which could propose solutions for many non-standard tasks, perform seamless integration of the new systems with already available equipment used in Business Lines became the supplier.

Using the provided technologies, applying rules of routing of calls and effective remedies of computer and telephone integration, it became possible not only to increase quantity of the processed calls, but also to increase service quality due to implementation of record of telephone conversations. The implemented solutions allow to process quickly requests of clients and facilitate permission of conflict situations. Within the project special attention was paid to quality of work of specialists since the long term of cooperation of the client with the company often depends on their professional approach.

The contact center of Business Lines allows to create effective communication with clients in which an important role is played by service rate. The customer in the mode of availability 24/7 quickly obtains information on services, can place the shipping request, to leave the claim. Operators work not only with incoming calls, but also with outgoing. Each employee of contact center for the working day processes up to 200 addresses.