In Krasnoyarsk Krai I rule 180 thousand addresses on hot on a coronavirus are processed using Naumen Contact Center

2020: Processing of 180 thousand addresses on hot I rule on a coronavirus using Naumen Contact Center

In the spring of 2020 based on the Russian solution Naumen Contact Center the round-the-clock uniform hot line concerning a koronavirusny infection "The center of information technologies of Krasnoyarsk Krai" was started. In five months of work for hotline which integrates lines of the different ministries and departments of edge about 180 thousand addresses from inhabitants of the region arrived, reported on August 18, 2020 in Naumen company.

The implemented solution allows to redirect calls from the interactive voice menu (IVR) on operators of the departmental lines answering questions on certain subjects. The staff of the regional Ministry of Health, Ministry of Economic Development, Minsotspolitiki, RPF service a hot line of 56 operators of head contact center and also. Consultation is also rendered by psychologists and lawyers. In peak load about 120 operators and specialists were involved in work of contact center. In questionnaires of applicants where operators of head contact center work, there are buttons of readdressing of calls on specialists and also up-to-date data about working hours of each group of operators and a form for introduction of information on results of a call are displayed.

The most high-frequency questions of inhabitants concerning rules of the mode of self-isolation, execution of electronic digital admissions and volunteering are serviced without participation of operators, removing a considerable share of load of specialists. At a stage of a greeting IVR suggests to select one of branches of Main menu: learn about current limitations, about social support measures how to call the doctor on the house, to write out the recipe and another.

For efficiency analysis and service quality of work of a hot line in the Naumen system the report on the number of transfers of calls to each of groups of operators is implemented. Besides, a system creates the summary report on the entering addresses which contain information on quantity arrived, the lost and received calls for the period and also data on the average duration of a conversation and average time of waiting in queue.

"For very short time frame together with colleagues we could unroll work of large-scale contact center which integrated dozens of specialists of different departments. During a peak load period a system allowed us to process thousands of calls a day, and analytical reports allowed to define load of network, operators and specialists. The contact center continues the work though now loading is significantly lower in comparison with the period of start of uniform number more hotly than lines" — the minister of digital development of Krasnoyarsk Krai Nikolay Raspopin noted.

For several months of work of a hot line in Krasnoyarsk Krai most often citizens addressed for medical consultation — in total more than 100 thousand calls. More than 35 thousand addresses during this time arrived to operators of the Main operational center. About 23 thousand calls of citizens concerned work of volunteers, 12 thousand calls – measures of social support.