The network of Medsi clinics uses outsourcing call center of Comstar

In 2010 the management of MEDSI Group made the decision to upgrade call center for the purpose of improvement of customer service quality of clinic without essential costs for development of own telecommunication infrastructure. Specialists COMSTAR-OTC offered the optimal project solving an assigned task – transfer of functionality on external contact center COMSTAR-OTC. Thanks to it the client had an opportunity to collect statistical reporting on all incoming calls and thus to define the necessary number of specialists during peak loadings. Besides, became possible to control work of call center operators of MEDSI.

Significant increase in quantity of the calls serviced daily became result of implementation of outsourcing call center; the effective management of personnel and technical resources of call center increased. Monitoring of calls in real time gave the chance to trace a queue status, the number of operators, ready to call service, to react quickly to any changes of telephone traffic. Further it will be possible to organize carrying out marketing researches, to analyze the reporting for the purpose of identification of customer needs that is very important for strategic development of the company.

"Thanks to transfer of functions in call center COMSTAR-OTC we had an opportunity to keep record of all talk, to carry out monitoring of work of operators. As a result we increased the level of telephone service that well was reflected in satisfaction of our clients. Besides, we could minimize charges and upgrade of infrastructure of own call center of MEDSI, - Prokopenko Alexey, the manager of project department Medsi Group Ltd told.

Now MEDSI rents in call center COMSTAR-OTC 44 jobs. For increase in efficiency of the center training of operators for the purpose of their attraction in days of peak loading is provided. Also COMSTAR provides to the client services of local, zone and also long-distance and international telephony. Depending on requirement, on a number of objects broadband Internet access is organized. The Moscow departments of clinic are integrated by VPN network, and the client equipment is located in the territory COMSTAR (service of collocation).