Call Center Infinity trading house

The trading house " Vimos" is founded in 1992. The main specialization is sale of construction and finishing materials and household goods. The company offers the customers more than 12000 product names from 150 domestic and foreign suppliers among whom such known in the market there are trademarks as Rockwool, Isover, Ursa, Penopleks, Plitonit, the Forward, Knauf, the Victory of LSR, Terka, Lode, the Barricade, Penopleks, TechnoNIKOL, Lenstroymaterialy, Izospan, Ondulin, Tikkurila, Teks, Al-ko, etc.

For purchase of goods clients of "Vimos" can address to one of 43 shops located in St. Petersburg and different areas of the Leningrad Region, Veliky Novgorod, Pskov, Tikhvin or to call uniform service of the order and delivery by multichannel phone number (812) 666-66-55. For ensuring operational service in Call center of the company 14 operators ready to answer any question of buyers daily work.

"Our service of the order and delivery in hot months processes about 25,000 calls, - the deputy head of sales of Vimos Trading House, Alexey Petukhov tells. – Certainly, at such volumes, one of the major is the question of control of work of employees and customer service quality. For the solution of the above-stated task the company management at the end of 2012 made the decision on the choice and system implementation of automation of telephony. After carrying out the detailed analysis of the solutions presented at the market we stopped on Call center of Infinity from Weathervane Sale company.

According to Alexey Petukhov, requirements imposed to a system were rather simple and standard:

• • integration from the existing automatic telephone exchange of Samsung on SIP channel;
• • use of the digital phones connected to automatic telephone exchange as the terminal equipment;
• • recording capability of all talk;
• • detailed and convenient statistics;
• • identification of the calling subscriber with an output of contact information to the monitor screen;
• • adequate acquisition value, expansion and service of a complex.

"From the moment of completion of implementation Infinity passed more than two years, taking into account this experience, we can unambiguously note that we received all necessary tools for ensuring continuity and transparency of process of telephone service. Full-time employment over advanced training of personnel and the modern automation equipment allowed us to achieve excellent results – the level, close to zero, of lost calls and an appreciation of customer service quality", - Alexey Petukhov summarizes.