"CROC" modernized its own contact center

On May 16, 2017, CROC announced the modernization of the contact center.

Project objectives

The CROC Contact Center has been operating for more than 10 years. Its operators distribute incoming calls from customers, partners and CROC employees, conduct outgoing calls and various marketing research. The main task when processing incoming calls is to quickly connect the subscriber with the required company specialist.

Office "CROC," (2015)

Project progress

The company has implemented Impact 360 Speech Analytics, a speech recording and analytics system.

Project Summary

The implemented recording and analytics system has enabled the Contact Center Manager to manage the quality of service more effectively. Call center operators interact with subscribers as usual, and in parallel voice calls are automatically translated into text and sorted according to previously specified topics. This helps to analyze the causes and content of calls. Analytics helps the call center management quickly adjust dialogue scenarios and distribute customer communication practices to call center operators.

The module for automatic evaluation of operator dialogs helps to promptly monitor the quality of the provided advice. Evaluation is carried out according to several parameters:

• quantitative-time (duration of communication, ratio of agent and customer conversation time),
• lexical-semantic - use of positive/negative anchor words:
  • Good»,
  • Thank you»,
  • Great»,
  • "not satisfied,"
  • "for the future," etc.,

• to emotional
  • volume,
  • intonation,
  • timbre of the participants' voices.

The subsystem records the change in the tone dynamics of the customer or partner and notifies the head of the contact center.

We have been developing the direction of contact centers since 2001, and the first project to implement a speech recording and analytics system was implemented by our specialists more than 6 years ago in the interests of the National Collection Service. CROC is constantly expanding its line of technological solutions to optimize costs and improve the quality of customer service at contact centers for both large customers - VTB24, Tele2, and small regional companies, for example, Neiva Bank. Sergey Malinovsky, Head of Voice Solutions at CROC