National cable networks upgraded contact center

Own contact center JSC Natsionalnye kabelnye seti performs is information service support and sale of services for subscribers of Moscow and St. Petersburg. The range of the provided services includes city cable television, "the home Internet", broadband access in the Internet for business, digital cable television and digital telephony. The contact center is expected 250 jobs. Today telephone service of subscribers of the National Cable Networks group is performed by more than 350 employees, in day operators process up to 20 thousand calls.

The necessity of the project on optimization of work of contact center of NKS company is caused by large-scale plans of the company for further building of a subscriber base of services of digital television and broadband access in Moscow and St. Petersburg.

The first stage of cooperation CRM-Design and NKS was at the moment completed. At the first stage audit of work of the NKS contact center, development of recommendations about increase in its operational efficiency and unification of business processes of customer service was made. Besides, the new scheme of work of operators was built and the advanced organization structure of the center is offered. Implementation in practice of the proposed solutions and optimization of the corresponding processes will become the next stage.