The CMD Center of molecular diagnostics (Oktell Call-center)

2018: Automation of contact center

From November, 2018 to February, 2019 the OmniLine company carried out automation of contact center using the solution Oktell 2.14 to Center of Molecular Diagnostics (CMD) companies.

Work with corporate clients is one of the major directions CMD. For business processes of department of work with corporate clients incoming calls are crucial. A task of operators – to help the client to resolve his issue from the first call. Work of contact center should be constructed so that any call should answered. In addition, it is important not to allow long waiting – than longer the client should look forward to hearing, that high probability that he will leave to competitors.

The IT infrastructure existing to the project did not allow to control quality of work of operators. Regular not dialings and the lost calls, lack of an opportunity to control work of employees and to see statistics of call center in general, did not allow to support the high level of service.

For the solution of assigned tasks it was required to implement the solution having wide functionality and easily integrating with industry software solutions of CMD. The communication framework of Oktell became such solution. In 2017 the company implemented two call centers based on Oktell in other structures of CMD.

According to the results of the project call acceptance on all numbers is implemented using group numbers, the IVR menu and multilevel logic of an incoming call. As the end device softphones and USB headsets with opening of the web card integrated with Oktell are used. Any call remains answered, and the client gets on the necessary employee at once and receives the answer to the question without long waiting on the line.

Reports are developed for the correct display of statistics and customization under requirements of the customer is carried out them. Due to maintaining archive of statistical information and a call recording, it is possible to receive the detailed reporting under work of operators at any time. With convenient reports the head always knows what happens in call center and what needs to be made for work improvement. Here all necessary information is displayed: call recording, a flow of addresses during the day, answering interval, quantity of the received calls how many calls are missed and whether the ringing is carried out on them.

The functionality of the Oktell platform is actively used by the operators responsible for work with corporate clients. A system is scaled therefore in case of growth of number of users, will easily cope with increase in workload.

The solution Oktell raised the service level of clients due to more operational and high-quality request processing; raised efficiency of operators.

Implementation is performed within two months, without violation of the mode of customer service, process of implementation did not demand a system stop.