BIA Technologies transferred contact center of Business Lines to remote work

2020

Completion of transfer contact center of Business Lines for remote work

On June 8, 2020 it became known that experts of BIA Technologies jointly with Service of information technologies of Business Lines developed architecture of remote access to business applications and a complex of digital services for optimization of remote processes. The project included not only the organization of remote jobs with uninterrupted access to corporate resources, but also implementation of additional resources of quality control of communication and level of client service. Also for preserving of efficiency of personnel the specialized information system providing continuous monitoring of actions of the operator and direct contact with the mentor for the solution of difficult situations was quickly unrolled.

The contact center of Business Lines can be compared to operation of the mechanism: business processes of customer service are accurately verified, the quality of their execution is controlled at each stage. Such significant changes as transfer of operators on remote work, bear in themselves risks. Thanks to harmonious actions of internal services and the professional help from BIA Technologies, we managed to ensure smooth operation of contact center and to save stability of business processes, — Farid Madani, the CEO of Business Lines company comments

In passing when implementing the project it was necessary to solve a large number of the problems connected with setup of the home equipment of employees. New installation diagrams and testings of specialized software on remote stations were required. Reduction of requirements to data transmission channels became a separate task. It was succeeded to achieve high-quality service at a speed of 512 kbps that allowed to employ the employees using 4G communication as the main Internet access channel.

The Business Lines company very exactingly treats customer service quality therefore at transfer of contact center on remote work, the continuity of functioning was a priority task. As a result we, with service IT of the customer, managed to implement the project with the high level of quality, despite the increased amount of requests from users, — Alexander Naumtsev, the Director of the department of operation of IT infrastructure, BIA Technologies speaks

The beginning of transfer contact center of Business Lines for remote work

On April 13, 2020 the BIA Technologies company announced that the complex project on transfer to a remote operation mode of transport and logistic company "Business Lines" was successfully complete. 10 thousand office employees of carrier continue effective work in perfect security and are provided with all necessary digital services.