The Taxcom company selected Orange Business Services for outsourcing of contact center

The specifics of business of Taxcom impose the difficulties for work of contact center — the quantity of incoming calls has pronounced seasonality, completely corresponding to the accounting calendar as one of the main company services is submission of reports to the main regulatory authorities (FTS, RPF, the Social Insurance Fund) and bodies of statistics (Rosstat). Considering specific seasonality of loading, the contact center of Taxcom company had to solve a complex problem of operational expansion of resources. In view of all aspects, and also the fact that a part of addresses has standard character and can be rather fully described by a set of standard scenarios of a conversation the company made the decision to transfer a part of the first customer service line to outsourcing.

As the partner in provision of services of outsourcing contact center based on the held tender the contact center of Orange Business Services was selected. The possibility of fast implementation of new scenarios and their change became one of selection terms of the partner. It is especially important for Taxcom because changes are regularly made to the legislation, and operators should have up-to-date information always.

Today the calls arriving on uniform number of contact center of Taxcom are distributed as follows: at emergence of queue in own call center, and also at night and the days off, calls are automatically redirected on contact center of Orange where primary consultation on standard questions is performed. About 85% of the calls which came to contact center of Orange come to the end without transfer to contact center of Taxcom. If the client asks more difficult or non-standard question, then it is switched behind consultation to the specialist of Taxcom. Thus, professional advisors in the field of the tax law and standards of accounting records are provided with the interesting work requiring high qualification, understanding of customer needs.