The call center of the Russian Railway processed more than 10 million addresses in 2018

2018: Processing by call center more than 10 million addresses

On February 28, 2018 the TTK reported that the JSC "Russian Railways" uniform information and service center (UISC) processed in 2018 more than ten million addresses concerning passenger and freight transportation.

The affiliated enterprise JSC Transtelecom Company is engaged in remote customer service of JSC "Russian Railways". Thus in Holding the competence center for more effective management of customer service quality is created.

Operators of EISTs receive calls with questions of the organization of passenger traffic on uniform number 8 800 775 0000. Thanks to implementation of intelligent systems of the analysis and speech synthesis, about 40% of voice appeals to EISTs are processed using IVR, without participation of operators. Decrease in load of personnel on routine requests allows to release resources of contact center for rendering more difficult information services. For example, integration of the EISTs systems allows to solve the complex problems connected with rendering services to this group of citizens with the Center of Assistance of Mobility web service of Directorate of railway stations intended for work with requests of handicapped passengers. From January to December, 2018 the number of such addresses grew almost twice, and in general for 2018 EISTs in integration with TsSM processed more than 120 thousand requests concerning transportation of handicapped passengers.

EISTs also takes part in work of the Situational Center of the quick response providing permission even of the most difficult situations and fast informing the client. On a number of subjects providing reply to the request perhaps within 3-5 hours after the address. Such format of service is specially developed for providing information in shorter terms, than that is required by the legislation. In 2018 STsBR accepted more than 3 thousand addresses.

Also the contact center is processed by addresses from consignors, in 2018 more than 65 thousand such calls arrived. Acceptance and processing of addresses concerning freight transportation are organized in EISTs on the basis of the principles of customer focus. If earlier departure and tracking of a load required the appeal to a set of divisions of the Russian Railway, then now it is enough to client to make a call on uniform number by which it will obtain all necessary information on departure, delivery, location and a status of the load. A considerable part of addresses concern transportation of small consignments and loads in containers, document creations and procedures of signing of the contracts, financial calculations, work of mobile applications.

EISTs services all territory of Russia and receives calls round the clock, providing request processing of clients from all time zones of the country. Seven of ten calls during 2018 arrived from not capital regions: operators processed addresses from Kaliningrad, Perm Krai, Khabarovsk Krai, the Khanty Manskiysky joint-stock company and other subjects of the Russian Federation.

In 2018 within preparation for acceptance of guests of the World Cup of FIFA 2018 in Russia data on the sold tickets were analyzed and the needs for consultation of foreign guests of a sports event are revealed. According to the results of the analysis of national list of fans, in EISTs language groups – English-speaking, hispanic, kitayskogovoryashchy were created, and the private room for consultation of foreign clients is selected. Also specialized sections of consultation of clients in IVR, CRM and knowledge bases were developed for EISTs. Expediency of these measures confirmed the fact that the number of addresses of foreign-language clients during the Championship grew by 60%. Despite the increased loading, according to the results of an action of EISTs saved high service rates, created a positive image of JSC "Russian Railways" for foreign passengers and fulfilled technology of service of passengers during large-scale actions.

You look also: Information technologies in the Russian Railway.

2017: Creation of call center in Rostov-on-Don

In November, 2017 Transtelecom (Russian Railway subsidiary company) announced project completion on creation in Rostov-on-Don of the Uniform Information and Service Center (UISC) for customer service in freight and passenger traffic of the Russian Railway.

The contract with Transtelecom for rendering services in the EISTs organization and remote customer service of the Russian Railway about 1.17 billion rubles was signed in August, 2017. In turn, and Transtelecom involved the contractor to this project. Later in August the company signed the contract with "daughter" of "The national telematic systems" - Service-Telematika company. Contract amount with it on execution of works on creation of hardware and software system EISTs was about 322 million rubles.

Operators of EISTs receive calls from passengers of the Russian Railway on uniform number with questions of the organization of transportations and also process addresses from consignors. The center is capable to process to 8 thousand calls per hour and not less than 2 million calls a month.

Monthly from clients of the Russian Railway about 1.7 million calls arrive (a photo source - nao24.ru)

According to Transtelecom, more than 200 established posts will be involved in work of the service center. It creates additional jobs for residents Rostov-on-Don, note in the company.

According to terms of reference on execution of works, a hardware and software system of contact center provides a possibility of redirection to 80% of the voice traffic which underwent services of autoinforming on outsourcing contact centers.

According to the director of the Russian Railway of information technologies Evgeny Charkin, monthly from clients of the Russian Railway about 1.7 million calls arrive. Creation of EISTs Russian Railway based on resources of Transtelecom allows to make process of customer interaction simpler and more effective, he noted.

Structure of subsystems of call center

According to terms of reference on execution of works, in EISTs the following subsystems are used:

• telephony subsystem;
• subsystem of intellectual routing;
• subsystem and interactive voice interaction;
• subsystem of the automated jobs of operators and supervisors;
• subsystem of monitoring and reporting;
• subsystem of processing of multi-channel addresses and knowledge base;
• speech recognition subsystem;
• speech synthesis subsystem;
• subsystem of record of calls and quality evaluation of negotiations of operators;
• subsystem of outgoing call-down;
• subsystem of an automated workplace of operators and CRM;
• subsystem of information security;
• subsystem of the guaranteed power supply and conditioning.