Haier created a single service and sales center based on Naumen Contact Center

2021: Naumen Contact Center Implementation

On February 16, 2021, Naumen announced that the Russian representative office of Haier had implemented the Naumen Contact Center solution to create a single service and sales center.

Previously, the company used the services, outsourcing Contact Center but in order to improve the quality of service, it transferred tasks to its own team of operators. To optimize their performance, NAUMEN has configured the system to handle incoming calls related to warranty and post-warranty services for Haier appliances, including routing calls through. IVR In addition, the system implements outgoing calls from customers and partners, including NPS surveys after closing service calls.

During processing of calls in the interface of the program Naumen SoftPhone IP phone the Haier operators see the questionnaire where enter information on results of a call. If necessary, they can defer the call to an arbitrary date and time, both for themselves and for the general pool.

When making outgoing calls, the system is able to determine answering machines from the sample base, which saves operators time. The sample base is supplemented with examples if the operator made a note in the questionnaire that a call with an answering machine was transferred to it.

The system's standard reporting on key metrics was castomized based on the rules set by Haier's head office in China. The reporting subsystem allows you to obtain historical reports, as well as operational information on the current state of incoming and outgoing projects.

To automatically evaluate the quality of customer voice calls in each project, standards are set for the duration of the call, the total number of expectations, the First Call Resolution (FCR) level, and other parameters.

Haier has always paid special attention to quality issues, "said Tatyana Shtin, Director of Customer Experience at Haier Russia. - Naumen Contact Center provides us with prompt feedback from Russian customers, helps to control their satisfaction with the quality of products. We had pleasant impressions of cooperation with NAUMEN, colleagues showed attentiveness and flexibility, organized additional shows of realized opportunities, conducted training.

In order to help the Russian Haier representative office abandon the outsourcing model of the contact center and quickly launch our own, we implemented the first stages of the project, ahead of schedule. In the immediate plans for the development of the platform - setting up the processing of SMS messages and the service of automated mailings. Of course, our own contact center will provide the company with more effective quality control of service and will contribute to improving customer experience, "said Andrei Zaitsev, director of the automation department of contact centers and robotic systems NAUMEN.