In Chelyabinsk will create one of three call centers of the Russian Railway

Next year Russian Railways intend to start a uniform telephone directory service in the nearest future. It will process calls from any point of Russia. Now passengers are forced to ring local help certain stations, and with new service will be to remember one federal number enough.

In total creation of three call centers is planned, in addition to Chelyabinsk they will be created in Moscow and Rostov-on-Don. The Moscow center since August already functions in the test mode — transfer a part of calls to it in help Moskovsky railway stations. During testing technologies of customer interaction are fulfilled and degree of its satisfaction with services of call center is estimated. The Rostov and Chelyabinsk centers should begin work next year, the vice president of the Russian Railway Mikhail Akulov said.

The new help desk will service both distant, and suburban passengers. Service of the automatic reference will become one more innovation: if desired the passenger will be able to receive the answer from the robot. The voice recognition system will define the stations called by the passenger and dates of a trip then he will be able to obtain the information required — in particular, about the schedule and existence of places.

New service considerably will simplify obtaining the reference information by passengers — it will not be necessary to remember local phones, everything can be recognized by one number. At the same time in some cases answering interval will become longer: as you know any calling in call center of the large company, at first it is necessary to listen to the block of introductory information which occasionally takes several minutes, and only then to wait for the reply of operator. Besides, in case of faulty situations on the railroad the flow of calls can be so big that waiting time will be too long.