"Rostelecom Contact center" helped to reduce holding time of clients SMP Bank

On February 1, 2019 Rostelecom Contact center reported that its knowledge management system helped to reduce holding time of clients SMP Bank.

The joint project started on November 19, 2018, and in two months of work of SUZ the average time of customer service by call center operators was reduced by 10%.

To knowledge management system implementation our specialists used internal network resources for consultation of clients. It allowed to solve the current problems, however it was obvious that the contact center needs uniform and convenient storage of the training and reference material with flexible configurations which could lift our work to higher level. We selected the specific solution by a number of criteria: the ready-made solution requiring the minimum completions and adaptation, the supplier with experience of implementation of similar projects for large contact centers of business companies. Based on the first months of use of SUZ we conducted survey among call center operators – as far as it is convenient to them to use the implemented resource and as far as a system is useful in work. Colleagues gave a positive assessment and especially noted the speed, efficiency and convenience of search of the required material. Galina Mashkova, head of information reference center of SMP Bank

For project implementation employees "Rostelecom Contact center" jointly with specialists prepared SMP Bank and structured content for SUZ with the most complete materials for consultation of clients. The second stage consisted in technical implementation of the personalized solution for the customer, filling of SUZ articles, questions and answers. At a final stage personnel training of SMP Bank on work with an information resource was provided.

For development of own software solution "RTK of CC. A knowledge management system" we used the most effective solutions which were fulfilled on hundreds of other our projects – both in commercial, and in state sectors. To contact center of SMP Bank the solution which will be able to integrate large volumes of separate information, to make search of the necessary content the simplest and fast was required. Important advantage is the flexibility is, first of all, the possibility of adding of functions, integration of a system with different third-party and internal services and also settings of a system under requirements of the customer. Alexander Kuznetsov, director of a product, "Rostelecom Contact center"