003.ru (IP call center of Naumen Phone)

The project of the organization of call center in network hypermarket of 003.ru electronics based on the Naumen Phone software product.

The contractor of the project – NAUMEN company.

Project Objective

At the beginning of 2004 before shop there was a task to optimize work of the sales assistants. For this purpose the management of online store made the decision to create call center based on modern software.

Before implementation of call center all calls were distributed on any seller, further he found out needs of the client and transferred a call to the corresponding specialist. At such scheme of work consultants were forced to service a large number of calls, often redirecting them on other consultants, and only a small part of calls belonged directly to their duties: to councils for the choice of goods.

Due to the lack of call center the online store experienced the following difficulties:

• Additional load of specialists (work instead of the operator);

• Need to have the printed scheme of phones of specialists and its permanent updating when changing employees or their phones;

• Impossibility to trace objectively, so and to control load of consultants;

• The lost calls – when were occupied all subscribers (consultants), calls just were not received, clients heard a busy signal.

Project Results

Having implemented the solution of Naumen company, the online store received the new modern instrument of business. Now all calls of Online store pass through call center of NauPhone and arrive on the operators distributing calls on groups of consultants. The management of shop has an opportunity to completely control work of all the specialists.

Advantages of implementation of the software solution Naumen Phone by 003.ru online store:

• Answers to popular questions of visitors are provided using the automatic help desk which is available as a part of software;

• The operator defines need of the client and readdresses a call on the corresponding group of consultants. Now it has no need to search for the free consultant, the call center automatically distributes load of free consultants from group;

• Lack of a binding of the phone number to a certain computer: any subscriber of a system can work at any computer in the operator center, it is necessary to enter only on the computer the login and the password and the extension will be tied to this machine;

• Queue of calls: when all operators are busy, the client is put in queue of call center, to it music or advertizing messages (IVR) is played back, any of calls is not lost;

• Corporate address directory: the hierarchical address directory at each subscriber with distribution of consultants for groups and display of a current status of the subscriber (is not present on site, it is free, talks, etc.) for simplification and fall forward of work of the operator;

• Personal voice mail for each consultant;

• AdminConsole − means of on-line of administration of call center with a recording capability of a talk of operators, discharges from work, viewing loading of call center, statuses of subscribers and also the list of the current talk;

• Statistics on calls and loads of call center, operators, consultants in the form of tables and diagrams, with a possibility of creation of individual reports.