Synovate (Infinity)

The world research company Synovate successfully implemented Call center of Infinity in the Russian division.

Synovate was formed in January, 2003, a join path of the companies, specializing in carrying out the marketing researches which are a part of Aegis Group plc - one of world leaders in the field of global communications.

The Russian offices of the agency are located in Moscow and St. Petersburg, the base of field surveys, includes 110 cities of Russia, including St. Petersburg, Yekaterinburg, Nizhny Novgorod, Voronezh, Tver, Chelyabinsk, Omsk, Kazan, Perm, Ufa, Volgograd, Rostov-on-Don, Krasnodar and Saratov.

For work with such large research base, idle time in mastering, the instrument of optimization of work of employees was necessary for the company powerful, and at the same time. Performance improvement of work of employees during telephone surveys and an interview was the main objective of implementation. After the detailed analysis of possible solutions, the management of Synovate stopped the choice on a product of the Russian developer company of Weathervane Sale.

"A system which could organize automatic dialing to respondents was necessary for us, on the set base of phone numbers and a successful call to transfer to the operator. So it was necessary to reduce a downtime of the operator and to shift a problem of enrollment and waiting of the answer to a system, but not the person. Also important parameter was the ability to integrate with our SPSS program that by a call the operator foreknew to whom a system phoned, and could switch quickly in a form where survey results are fixed. As additional benefit – we were interested in an opportunity to show to the customer of a research, an audio recording of real interviews, - Ivlev Oleg, the IT director of the Russian division of Synovate tells. – The offer of Weathervane Sale company and functionality of the module "Outgoing Campaigns" completely satisfied us as from the technical, and financial point of view"

Now 32 Synovate operators use functionality of Call center of Infinity. The result did not keep itself waiting – according to Oleg Ivlev if earlier the operator for an hour on average conducted 3-4 successful interviews, then now this indicator grew till 8-10, having increased performance of work of operators more than by 2-3 times.