Mosoblenergo increased consumer service quality using Naumen Contact Center

On September 19, 2018 the Naumen company announced project completion on implementation of the Naumen Contact Center platform in power network company "Mosoblenergo".

For September, 2018 Mosoblenergo provides services in transfer of electrical energy and implementation of technology joining of consumers to the electric networks in 60 municipal entities of the Moscow region. Caring for consumer service quality, the company created the contact center working based on the Naumen platform.

Thanks to the implemented tools a part of standard transactions of contact center is transferred to the self-service mode. In particular, in a system the service informing on the status of request on technology accession without participation of the operator is implemented. The Naumen Contact Center platform allowed to automate process of preprocessing of the entering addresses completely. Having called Mosoblenergo contact center, clients are included in the IVR menu where they can select the subject interesting them then a system routes a call either on the operator, or on the relevant service of self-service.

Within the project attendant workstation is optimized. At transfer of an incoming call on the call center specialist in a working window of the operator the card which contains all customer interaction history automatically opens. Having received a call, the call center specialist advises the client on the questions interesting him, if necessary switches a call to operating units. At the end of the conversation the message with a request is lost to the client to estimate service quality on a five-point scale (clicking of the corresponding digit in the tone mode). All information, including assessment of the client and conversation recording, remains in a system and is available in reports. If the call came to time off, a system suggests to leave the request for a call back.

For optimization of work with receivables integration of the platform of contact center with a business system of 1C which contains all data on partners was executed. The solution allows to execute automatic call-down of debtors without participation of operators. Autocall-down is made taking into account the set rules and a priority: the permitted call time, phone number type (working, house, mobile), etc. At connection with the client the answerphone calls the amount of a current debt and number of the subscriber agreement. In case of failure (if the call is rejected, number is occupied, there is no answer, etc.) a system automatically calls back to the client through the set timeout. Thanks to flexible integration opportunities of the platform and also the module of outgoing call-down, the efficiency of work with debtors increased: both in terms of quantity informed on debt, and concerning the payments arriving after that.

Integration with the website was in addition carried out. All requests for a call back left by clients on the website automatically are imported to Naumen Contact Center. Depending on application time (in working or time off) the task for a call back forms at once or at the beginning of the next working day.

"Clients call us concerning accession to power supply networks, in connection with planned or emergency shutdown, with questions of an operating procedure in a personal account on the website, etc. Before the address about several phone numbers arrived, we had no tools for collecting of statistics and obtaining the reporting. According to the results of implementation customer interaction is organized by uniform number within a single platform of Naumen Contact Center. It allowed to systematize our reporting, to optimize processing of the entering addresses, to increase efficiency of action of abnormal services at violations on the power transmission line". Yulia Dubravina, head of client department of Mosoblenergo