Samolet Group opens a single digital contact center in Lipetsk

2023: Opening of a contact center in Lipetsk

Contact center "Airplane" group is open Lipetsk on the basis of a single digital platform Naumen Contact Center and product, Naumen Erudite which analyze cases, automatically select the most suitable specialist, prompt employees the desired for an answer information and the optimal strategy of interaction with the client. Customer communications with all group structures, including the management company and the Airplane Plus service, pass through a single platform. This was Naumen announced on September 4, 2023.

This contact center in Lipetsk is 160 jobs in a design office in the city center. There will be serviced projects "Airplane" in all regions of presence on the sale of real estate, post-sale services, settlement, operation, purchase and support of fintech products. This is the second office of the developer's contact center, which in the coming months will become the main one in the company in terms of communications with customers. It will process up to 50 thousand requests every month.

The opening of an office in Lipetsk was a logical step in improving the efficiency of the contact center, which is undergoing a large-scale digital transformation as of September 2023. The developer's investments are aimed at increasing sales, productivity, improving customer experience and reducing promotion and advertising costs. Thanks to digitalization in 2023, the cost of the call decreased by 17%, the conversion of calls into transactions increased by 15%, and the labor productivity of contact center employees increased by 43% compared to 2022.

Over the year, the "Airplane" group automated the processes of the contact center and set up predictive routing - this is the name for sorting and redirecting calls to the desired manager based on algorithms and artificial intelligence. This reduces response times, improves customer resolution speed, and reduces maintenance costs. 26 parameters are used to determine the target route, and 7 parameters are used to select the most suitable manager. At the same time, the accuracy of automated route selection is already 95%.

Also, to help employees, they created a single knowledge base "Znayka," where all information about the "Airplane" projects is accumulated in a convenient and structured form. And thanks to the interface, the manager can now find any data in 2 clicks.

We have changed the very role of the contact center in the company. Now it is a single point of remote communications, a driver for improving customer experience and changes in business processes of all departments. We are actively continuing the digital transformation, in the near future we will introduce speech analytics, automate the reception of meter readings from residents of our projects and other post-sale support processes. We will test these solutions mainly on the basis of our office in Lipetsk, "said Andrey Golomysov, director of the joint contact center of the Samolet group.

2021: Contact Center Upgrade

On July 13, 2021, Naumen announced that, together with the Airplane group, it had completed a project to modernize a contact center based on the Naumen Contact Center platform. As a result of the automation of the call center, the conversion of outgoing calls increased to 70%, and the proportion of lost incoming calls was reduced to zero.

With the NAUMEN communication platform, the developer moved to the All-in-One model: all contact center tasks are performed and monitored within a single product. In particular, the "Airplane" group controls the quality of processing incoming and outgoing calls of the contact center, uses the omnichannel capabilities of the platform, autocall and the interactive voice menu Smart-IVR, as well as analyzes the recordings of conversations and monitors the operation of operators in 40 types of reports. Previously, the company's contact center operated on the Avaya platform, but as the business grew, there was a need to modernize it.

By automating outgoing calls, the call center increased employee utilization - a key metric that estimates staff performance - from 40% to 70% and conversion to 65-70%. In the service of incoming calls, the company managed to reduce the waiting time on the line to 90 seconds and completely eliminate the loss of calls. According to the results of the project, the level of service when working with incoming requests was 95/5.

As of July 2021, more than 100 operators and managers are connected to the platform, performing various functions and providing services both for potential customers, for example, on the purchase of housing, mortgages, commercial rent; so for residents - related to accommodation and paid services. Calls are distributed automatically in accordance with the specified service rules, taking into account the skills of the operators.

The introduction of the Naumen Contact Center platform has expanded the ability to digitalize the contact center. Telephony made it possible to introduce voice assistants, which as early as July 2021 remove 30% of the load from operators, answering frequently asked questions for them. In addition, we got the opportunity to introduce voice biometrics technology. Olga Balagurova, director of customer service at the Samolet group, noted. - We saw that the number of manual operations in the processing of incoming and outgoing calls was minimized, which led to an increase in employee productivity and the efficiency of contact processing. The main criterion for success for the company's business is to increase the level of service for the client and increase the conversion of the call-deal.

We understand how important it is to have affordable and understandable business management tools, so when developing the interfaces of all our products, we always focus on business users, and not on technical specialists, "said Andrei Zaytsev, Director of the Department of Automation of Contact Centers and Robotic Systems NAUMEN. - Managers and supervisors can independently adjust the voice menu, call processing scenarios, and change the composition of project commands. This allows you to improve operational management and reduce the cost of maintaining the contact center platform.

The Naumen Contact Center platform is integrated with Microsoft Dynamics CRM, the business account of the Airplane group on WhatsApp and the back-and-system and the social network of the Vesti.Ru management company, in which residents' appeals are registered.