Contact Service

Among Clients there is Call of the Contact Service center - the companies working in different spheres: banks, insurance companies, Online stores, leading manufacturers of food and TNP, foreign and domestic airlines, construction companies, automobile corporations, producers of the home and office equipment, pharmaceutical companies and many others.

The Contact Service company also deals with issues of the personnel since 2011.

The Contact Service agency on personnel recruitment renders all range of services, connected with search, attraction and assessment of potential candidates on a vacancy of any profile and level. Specialists of our multi-profile recruitment agency in St. Petersburg are experts in the selected knowledge domain and are ready to propose the optimal solution concerning closing of vacancies for any business, regardless of its specifics and number of search positions.

History

2015

In the spring of 2015 joint development with IT specialists of the outsourcing center of the module of progressive outgoing call-down is announced. The Contact of Service command considered specifics of the customer when developing and considered all nuances of work of operators and internal business processes of outsourcing TsOV in general. Combined actions of specialists implemented the following components of a system: the database scheme, including: projects, operators, clients, time recording, list of perfect calls (CDR); Scheduler of calls and schedule of projects; Library of control functions by the telephone platform: initialization, transfer, end of a call and realtime monitoring; The Dial-plan allowing the operator to be continuously on the line.

In the fall of 2015 the Company "Contact Service included 2.4 row of demanded functions in the replicated version of Call center. Earlier they were available only in the form of custom developments. It should be noted that Contact of Service included functions, among which: a call back to queue (callback), integration scripts, monitoring of IP phones, an autopause of operators and also an authorized access to the reporting.

Specialists of Contact Service company performed development of the virtual PBX for the purpose of provision of services of the IP telephony to subscribers of Internet service providers. The virtual PBX replaces physical office mini-automatic telephone exchange and even call the center. The essence of service consists in what the client (company) receives in complete use of the IP PBX, physically placed with provider. The virtual PBX gives all standard opportunities to the IP PBX: multichannel number, a call recording, voice greetings, call transfer — all this and many other things are available via the Internet without acquisition of the equipment.

It should be noted that accession to TSOP was implemented on E1 flow, at the same time the system of routing of incoming calls and outgoing MG/MN of communication in the prebilling mode is developed. Subscribers had an opportunity to make calls within internal numbering or MG/MN, using VoIP the equipment or the selected access number with authorization according to PIN code / AON.

In products are included in the list of the main innovations: TsOV (call center) of v2.2 in which the integration module with CRM systems was finished the regular functionality includes support of Google Docs (killer feature!); additional opportunities of the supervisor – interception of an active call and a conference are implemented; and also the specialized module of the reporting is developed for outsourcing call centers.

In the Answerphone of v.2.1 integration with TsOV for mass "cold" call-down of clients was carried out; the feature for fax distribution is added; call-down algorithms (based on stress testing, the product reached operator level – 10,000 calls per hour) are optimized.

Updates of the Promo line were shown by v.2.1 that attendant workstation is completely integrated from Skype and also into implementations of support of Google Forms in the scenario of a conversation.

The call center was replenished with several new opportunities among which there is a dynamic monitoring of indicators which assumes the choice by the client of several of 19 indicators, most it attracting. Creation of the diagram of change of each indicator takes place in real time and is displayed on a separate panel. It is possible to bring diagrams for different employees and groups to each panel that will allow to monitor change of indicators of service in dynamics, preventing possible problems and also to clearly demonstrate to the employees their individual indicators in comparison, thereby motivating them for the best work.

The ability to integrate with external reference books by subscribers, assumes that at an incoming call from number which is not in the address directory TsOV information search in open external sources is run. At the same time the found data are displayed in a call card. Thus, the employee obtains available customer information prior to the conversation. Function of search works also at outgoing calls.

On the line the new presence status Call-down along with "On the line" appeared, Break, "Not disturb". It works by the principle of the status Break: the incoming calls coming to group are not transferred to the employee, but at the same time he can call the extension. This status allows to keep correct statistics of use by the employee of working time: at outgoing call-down it does not need to set the status Break not to be distracted by processing of incoming calls.

Also improvements in work with a call recording, such as fast playback, automatic assignment of a name to the file were implemented.