Automation of customer service through contact center and automation of a front office system of the company

Goal:

Automation of customer service in contact center and in the front office system of the company.

Within this purpose the following tasks were solved:

1. Интеграция all existing systems in "single window" of the automated workplace of the operator.
2. Создание the systems of self-service of clients through a personal account on the corporate Website.
3. Формализация business processes and creation on their base of step-by-step scenarios of service: acceptance, registration and classification of incoming calls, consultation on services, outgoing campaigns, processing of claims, setting and control of tasks.
4. Автоматизированное management of telephony: acceptance, readdressing of a call, connection to the help of specialists of the second line with transfer of a context of a call.
5. Обеспечение employees effective instruments of sales in the course of service.

Solution and results:

For achievement of assigned tasks the solutions "Automation of Service in Contact Center" and "Automation of a Front Office System" based on the "Chapel — Customer Service Center" software product were implemented. The software was integrated with the system of telephony.

• The number of users of a system – 50.
• The number of business processes in day – about 10,000.
• Integration with 3 systems.

Results of implementation became:

• decrease in time of call processing by 50%;
• decrease in operating costs of 30% due to reduction of requirements to operators and costs for their search and preparation;
• sales volume in 2009 increased in comparison with 2008 by 4 times.