BelkaCar finished implementation of Naumen Contact Center

2019

On April 18, 2019 the kompnaiya Naumen reported that upgrade is complete contact center BelkaCar: within the project the solution on a basis is deployed Naumen Contact Сenter, a system ensures simultaneous operation of 250 operators and is capable to service more than 1000 simultaneous calls.

According to the company, in different situations: questions on registration in a system, to rates and rules of lease, penalties and an operations procedure in case of road accident, work of mobile application of BelkaCar it is important to contact quickly the client at any time. In process of increase in vehicle fleet and the number of the registered users of BelkaCar load of contact center of the operator grew. Came to the companies to need of upgrade of the existing platform.

Design and system implementation based on Naumen Contact Center was carried out taking into account requirements of the increased fault tolerance and a possibility of maintenance of contact center in case of failures. All servers participating in processing of telephone calls are duplicated by standby servers. In case of failure of the hardware of the master server processing of the corresponding tasks is automatically transferred to a standby server.

Processing of the entering telephone addresses is made both with participation of the operator, and in the IVR mode. Queue length is regulated automatically, depending on quantity of calls, expected waiting time, average speed of the answer, time of day, etc. Operators see how many addresses stand in a queue, what is the time expect the earliest address. If expected waiting time of the answer is too big, a system will automatically suggest to order a call back or to call back later.

The working operator interface is optimized for the fastest and comfortable work with telephone addresses. The effect is reached due to integration of Naumen Contact Center with other information systems BelkaCar and also thanks to existence of convenient scenarios of dialog with clients. The scenario of the operator is separated into thematic blocks. In the Customer information block the name, a surname, a current status of the user, balance of the bonus account, a contact history with the client are displayed. The "Reasons for Refusal of Registration" block is filled with the operator using checkboxes. If within dialog such values as, for example, "There are not enough cars in a certain area" were selected, "The zone of completion of lease does not arrange", then the operator can add the comments in the Additional information block. Besides, in program phone of the operator the button for a request of the operational help at the supervisor who can be connected to dialog in regime of the prompter is implemented or transfer dialog to itself.

If the client did not complete registration procedure, having specified at the same time the phone, then a system will automatically create a task for an outgoing call, having reserved for this operator who will announce the client need to provide these or those data or manually will add these data to the questionnaire. If such client himself calls contact center, then a system will automatically open for the operator a card with all information which already was completed before, and will cancel the task for an outgoing call created earlier.

For the purpose of automation of quality control of work of operators in a system the functionality of the module Quality Management allowing to use the balanced scorecard KPI for the Incoming Calls and Call-down of Users on Incomplete Registration projects is implemented. In particular, KPI from category "Working Off Are More Whole than an Outgoing Call" automatically is calculated taking into account whether the call purpose was sounded, whether it was succeeded to set the reason for which the subscriber did not complete registration whether the presentation of the company, working off of objections was held, whether the promo code for the first trip, etc. was offered.

We very young company, but for April, 2019 process more than 100,000 addresses a month in the round-the-clock mode therefore it is important to us to manage quickly it without attraction of IT of specialists. Besides, on start for us stability and fault tolerance of a system was very critical factor of the choice for benefit of Naumen that we also received as a result. Ekaterina Makarova, co-founder of carsharing service BelkaCar