Oktell implemented uniform call center on ChTPZ

On November 13, 2017 the Oktell company announced end of the first stage of the joint project of the company and Chelyabinsk Tube Rolling Plant.^[1]

The organization and start of uniform call center became possible thanks to the implementation of the Russian communication framework of the same name of "Oktell" and own technical solutions of the chief contractor of the project developed according to individual requirements of the management of ChTPZ.

Chelyabinsk Tube Rolling Plant (ChTPZ) (2017)

Project Results

The implemented software solution allowed call center operators to perform all tasks in the mode of "one window" - to receive calls, to fix their results, to use a script and to browse the history of treatment of each client who is identified already at a tube raising stage. Without efforts to carry out Skype conference, to send letters, to process the addresses received by means of messengers and web chats.

Supervisors are given the chance of full control of resources – the round-the-clock access to statisticians, load control to operators and independent setup of scenarios of work of call center.

"We achieved a stated purpose – organized the call center servicing all group consisting more than of 18 thousand employees. Besides, already now we broke the record – on average within 2 seconds 80% of all addresses are processed, at the stated KPI in 20 seconds! For us one of the main advantages of the implemented complex is a high fault tolerance and its extensive functionality. When implementing the project specialists of Oktell showed professionalism, confidence and ability to react and solve assigned tasks competently and in a short time". Representative of ChTPZ

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