The online store of the security systems connected call center of Octopus

The ISF company is engaged in wholesale and sale through the Internet mazagin of the security systems and polymers for repair of autoglasses from the USA. By the nature of the activity the staff of the company should communicate with producers, partners and the clients much.

For the organization of work, ISF company was it was necessary to unroll the call center, to prepare jobs of operators and to provide them with work in most short time. Big advantage when choosing the solution for ISF company were significant savings of means as it was not necessary to buy and service the equipment.

Through Octopus service of ISF company could connect direct Moscow phone number and organize own virtual call center of acceptance and processing of calls of everything for 300 rub a month for 1 employee. In the first day of connection to "Octopus" Call the center of ISF company was ready to acceptance and processing of calls.

The result exceeded all expectations of ISF company:

• Uniform multichannel number based on Octopus helped ISF Online store to provide permanent availability of telephone lines and not to miss any call, thereby having strengthened the image.
• The call recording is extremely important in order that the company executive was sure of high-quality customer service and effective work of the employees. The saved information in the company is used, for example, at analysis of disputable situations, for job analysis of employees, for identification of inappropriate use of order wire service, for refining of parts of the order, etc. Now the company executive of "ISF" can always control communications of the company.
• Thanks to IVR scenarios the automatic directory service was created and also load of operators is considerably reduced. The IVR system gave to clients an opportunity to independently get an information access and by that released time of operators for processing of more advanced queries.
• Thanks to readdressing of calls the staff of ISF company will always be able to stay in touch. Readdressing allows to direct a part of calls to the specified contact phone numbers, to the mobile number or to voice mail.
• The extension number on which it is possible to call, transfer a call from multichannel number was assigned to each of employees or to connect to a conference. Now it is not necessary to dial long numbers, the nobility only the extension of each other is enough to call and translate calls even if the subscriber is in other office or works at home.
• Creation of several groups of operators for different products with the queues and rules for apportionment of calls allowed to organize automatic readdressing of a call of the client on commodity categories and to redirect calls on the free manager.

Within this solution the ISF company could purchase advanced functionality of full-fledged contact center for a subscription fee. Significant savings of means as the center was not required to buy and service expensive Call were main advantage.