"Rostelecom Contact center" processed a quarter of one million requests for test passing on COVID-19

2020

Processing of 250 thousand addresses of persons interested to pass test for a coronavirus

Organized by the company "Rostelecom Contact center" the hot line of a customer support KDL, one of networks medical of laboratories in Russia, from June to December, 2020 processed about 250 thousand addresses of persons interested to pass test on coronavirus. The support line began work at the end of May, 2020 on the platform "Rostelecom Contact center" century Cheboksary. Rostelecom reported about it on January 11, 2020.

From the beginning of testing the line of client support "Rostelecom of Contact center" processed about 30 thousand requests from clients of KDL monthly. This quantity sharply increased from the beginning of the second wave of a pandemic and introduction of a mandatory test for a coronavirus for visitors from abroad. Peak load was mentioned in October, 2020 — nearly 60 thousand addresses.

KDL does three types of tests for COVID-19: research by PTsR method and determination of antibodies of IgM and IgG. Thus, it is possible to learn about presence of a virus, antibodies of the early answer to a disease and also to confirm the fact of the postponed koronavirusny infection.

Testing is organized in KDL laboratories in Moscow, St. Petersburg, Yaroslavl, Rostov, Novosibirsk and other cities of Russia — offices are located more than in 40 localities. Daily laboratories of the company carry out on average 5 thousand analyses on COVID-19. In total from April to November, 2020 1,255,175 tests for a koronavirusny infection were carried out. It is possible to pass the test at medical office or at home — for this purpose it is necessary to call mobile team.

We correctly estimated technology capacities of KDL laboratories. Despite sharp increase in demand for test passing on COVID-19, we made analyses in time. Results were ready in time, people had not to wait — the CEO of KDL group Yury Leonov told.

Most often clients are interested in the testing methodology: what taking of dab differs in from blood test what type of the test is preferable in this or that situation. Of course, many call at once to register in office in delivery of the analysis. We registered most of all addresses from Moscow and the Moscow region, Krasnodar Krai and the Volgograd region — the CEO "Rostelecom of Contact center" Elena Drobot reported.

Within cooperation "Rostelecom of Contact center" and KDL on the line of client support are used competent specialists with wide experience of similar consultations for work. Operators underwent special training and obtained all necessary information on testing for COVID-19 and scenarios of communication with clients. Also specialists of the company of times in half a year pass trainings on medical subject where study products in the field of laboratory researches. The average time of processing of the standard address including consultation and record for testing takes no more than two minutes.

Organization of a hot line

Specialists "Rostelecom" organized Contact center and service a hot line of one of medical laboratories — KDL which started on May 27 testing for antibodies to COVID-19 coronavirus. On May 29, 2020 Rostelecom South reported about it.

It is possible to pass test in KDL laboratories in Moscow, St. Petersburg, Yaroslavl, Novosibirsk, Rostov and other cities of Russia. For the end of May, 2020 the company carries out about 3,000 analyses a day, in a month is going to increase the number of tests up to 10,000. It is possible to make the test by two methods: call laboratory service on the house or come to medical office of the company.

"Rostelecom Contact center" will consult persons interested to pass the test for a coronavirus. The support line of clients is organized on the platform of the company of century Cheboksary. For May 29, 2020 within cooperation with KDL operators "Rostelecom Contact center" on average monthly process about 100 thousand entering customer appeals. Considering the current situation, capacities of division are ready to increase in loading. Operators on the line will answer questions on carrying out this research and will make personal recommendations, will tell, how much is the analysis and how long to wait for results where and as there takes place acceptance of biomaterial what method is used for determination of antibodies to a virus and other parts.

The employees "Rostelecom of Contact center" involved in the project underwent special training. Operators of the line obtained all information on a research and scenarios of communication with clients. Also specialists of the company of times in half a year will pass trainings on medical subject and to get acquainted with products in the field of laboratory researches.

Together with our partners we developed a training on increase in a customer loyalty which considers specifics of the sphere of medical tests. It concerns conditions and a possibility of their carrying out, interpretation of results and other nuances. Within this project for work on the line competent specialists with wide experience of similar consultations are selected. We cooperate with KDL company since fall of 2016 and the fact that partners select us for implementation of significant projects, serves as confirmation of quality of the provided services, noted the CEO "Rostelecom Contact center" Elena Drobot.

Consultation and record for testing will take no more than two minutes. If the client selects an option of carrying out analyses at home, the operator on the line creates the detailed questionnaire and makes out the order. Time of processing of such requests — less than four minutes.