The service of telemarketing of Rostelecom is transferred to remote work with the Naumen Contact Center platform

2020: Transfer of service of telemarketing on remote work

On April 24, 2020 Naumen reported that Rostelecom in the shortest terms transferred more than 900 specialists of service of telemarketing in all Russia to remote work. NAUMEN technologies were used for the organization of remote work.

Engineers of NAUMEN jointly with specialists of Rostelecom worked several solutions for safe connection of remote workers, including using the web application. According to the results of testing the option with the Naumen SoftPhone installation of the application on home computers with connection to corporate IT systems through VPN was recognized optimal. Such scheme guarantees secure access to all functionality of the normal workplace located at office.

After connection to the Naumen Contact Center platform on VPN, home workers get a secure access to the internal business systems necessary for working off of contacts through outgoing telemarketing, first of all, of call-down of potential clients for connection of services of high-speed Internet access, digital video service of Wink and other services of Rostelecom.

In the course of communication with the client in the working Naumen SoftPhone window there are step-by-step text instructions: what to tell at each stage, where to look for the additional information. For the purpose of ensuring proper quality control a talk of remote workers registers and further is analyzed by supervisors and controllers on quality.

Besides, all actions of removed operators are fixed in statistics module which allows to trace, what is the time they stayed in a system how many calls processed, with what final result and others.

For us it was extremely important to rebuild quickly work of service of telemarketing under country situation and in the world. Taking into account a large number of specialists and platforms across all territory of Russia, the task was very ambitious. Professional operation of IT blocks from Rostelecom and from NAUMEN plus the proved technologies of partners — allowed us to transfer to remote work more than a half of all employees quickly. Use of these tools allows telemarketing specialists to work at home not less effectively, than at office,

We see that steady demand for solutions for connection of remote workers from telecom providers, banks, outsourcing contact centers forms. In reply we as vendor try to create the advantageous offer. In particular, all requests in technical support of NAUMEN concerning setup of remote jobs are not rated and considered with higher priority. Besides, we developed the textbook of methodics which allows our clients to develop quickly remote jobs, emphasized Andrey Zaytsev, the director of the department of contact centers and the robotic NAUMEN systems

2019

On February 21, 2019 the Naumen company announced project completion on implementation of the Naumen Contact Center platform in PJSC Rostelecom. Within the project eight installations of Naumen Contact Center on eight platforms with power from 60 to 200 operators everyone are executed. In the amount more than 700 jobs are automated.

Earlier macroregional branches of Rostelecom used (MRF) for outgoing call-downs of the platform of different producers, at the same time in each branch the system of key indicators worked. It was quite difficult to compare performance indicators of separate branches among themselves in such situation, and Rostelecom thought of implementation of elements of gamification long ago – competitions between platforms. With respect thereto the task - to unify process of outgoing telemarketing based on a uniform product was set.

At a stage of the choice of the platform the tender was held. The competitive procedure was followed by the test including more than 50 tests based on which preference was given to the Naumen Contact Center platform. In addition to an appreciation which a system gathered within tests the choice was influenced by the fact that the NAUMEN company underwent assessment procedure of compliance to criteria of localization SOFTWARE for inclusion in the internal register of Rostelecom. Besides, in structures of Rostelecom there was an experience of use of Naumen Contact Center for outgoing call-downs: in particular, in contact centers internet-providers Onlaym InterZet and also in contact center macroregional Volga branch.

In a project deliverable more than 700 jobs were automated. All platforms of PJSC Rostelecom participating in telemarketing projects received uniform tool kit for outgoing campaigns, including:

• support of the different modes of call-down: predictive, progressive (with reservation of the operator), with print preview of a card of a task for a call, without participation of operators (answerphone);
• flexible configuration of strategy taking into account types of numbers, their priority, an order of search, an allowed time of a call, time zones, etc.;
• automatic detection of answering machines;
• call recording in the stereomode;
• the scenario of a conversation of the operator including all data necessary for effective dialog;
• automatic evaluation of quality of work of operators.

The working operator interface is implemented by the principle of a single window in which the complete scenario of dialog with the client, including necessary hints, rules of work with objections, fields for fixing of results of a call and t.p is displayed

Double-sided integration with an internal system of EISSD is carried in addition out. Thanks to it unloading of sheets of call-down is executed automatically, taking into account regulations of internal procedures of PJSC Rostelecom. After completion of an outgoing campaign data on all attempts of dialing (successful, unsuccessful, sales, failures) are transferred back to EISSD for the subsequent analytics and decision making.

Transition to a single platform helped to adjust effective communication and to enter a competition element between macroregional branches. Results of work of each group of operators became comparable that allowed to develop and broadcast successful practicians. For February, 2019 webinars at which employees of different platforms impart experience uses of Naumen Contact Center with colleagues are regularly held.

Thanks to the fact that the Naumen Contact Center interface is focused first of all on business users the staff of PJSC Rostelecom had an opportunity of independent setup of all stages of call-down: from registration of users before setup of scenarios and reports.

Possibilities of the implemented solution help to reach the client from the minimum quantity of attempts. In settings of an outgoing campaign it is possible to set an optimal time span for commission of a call, type of numbers (mobile, working, house) and rules of their search (in what priority to call on this or that type of number). The algorithm of distribution of calls allows to load as much as possible operators taking into account the average duration of a call, postvyzovny processing, sociability of base and other parameters. The determinant of answering machines (AMD) automatically compares a voice flow to digital molds of answering machines from base and resets those calls in which coincidence is detected.

Having phoned to the client in the predictive mode, a system "reproduces silence" until the call is not transferred to the operator. But if the client did not wait for connection and reset a call, a system will automatically call back already in the progressive mode, previously having reserved for this operator who with guarantee will talk to the client.

If it turns out that it is inconvenient to client to speak, the operator can postpone a call, and a system will automatically make an outgoing call in time convenient to the client. And, if the operator and the client are in different time zones, in a system the corresponding time difference will be considered. If subscribers to whom a system did not phone call back in contact center, then on attendant workstation the scenario of dialog connected with this task within the outgoing project automatically opens.

According to information for February, 2019, at the expense of the high performance of the module of outgoing call-down of Naumen Contact Center employment of operators on outgoing telemarketing grew to 85%. Bases of contacts began to be processed twice quicker at the previous level of conversion that allowed to increase sales.