Creation of Contact center of Baltekskom company based on Infinity Call Center

The Baltekskom company is founded in 1990 in the city of Kaliningrad. Exactly from there 11 years ago specialists of the company brought the German accuracy on the capital market of scrap of ferrous metals.

Primary activity by Balteksk - purchase, processing and implementation of scrap of ferrous metals. Now the company cooperates with leaders of the metaloverworking industry, including with JSC MZ Ekostal, JSC Severstal, RUP "BMZ", "Magnitogorsk Iron and Steel Works", JSC OEMK, Azov sea port, ports of St. Petersburg and other metaloverworking enterprises of Russia and the abroad. The largest projects are today – dismantling of scrap and waste of ferrous metals at the plant of Likhachev (AMO "ZIL"), MGUP "MOSGORTRANS", JSC Moscow United Electric Grid Company and JSC Glavmosstroy.

Rapid growth of the company and inflow of new clients imposed a certain framework on service quality and process of work with clients. With respect thereto the management of Balteksk Group had an idea to create in the company new division – Contact center. According to an assigned task this division would allow to automate processing of the entering addresses from clients, to control service quality and to analyze detailed statistics on all calls. For project implementation by specialists of Balteksk Group market research of solutions for Contact centers as a result of which the product Infinity which developer is the Weathervane Sale company was selected was carried out.

According to the Head of Contact center Balteksk, Dmitry Fursov, the choice was caused by several reasons: Windows is the focused environment, flexibility and simplicity in setup of server applications, the intuitive interface of the operator place, rich functionality in a workplace of the supervisor, all necessary code of reports.

"One of the most interesting functions in the solution Infinity is a graphics editor IVR which allows to automate work at employment of all operators and also to create the full voice menu for clients. This editor has the intuitive interface, and it is possible to work with it without special preparation, - Dmitry Fursov comments. – Now at us in the company the system of automatic customer service is used: when all operators are busy – the client is given an opportunity to find useful information or to leave the message by voice mail. In addition there is a night mode where the client is also given an opportunity to obtain the comprehensive information and service of voice mail. Also big block is the system of quality improvement of customer service. Thanks to a call recording we can carry out professional evaluation of the service level by operators of addresses from clients. According to the results of listening, if necessary, the training program and holding trainings for operators is formed. I will separately note that implementing solution based on Infinity Call Center allowed to carry out installation of telephones to the distributed offices of the company that in turn reduced costs on phone calls between the staff of offices of the company".

If to speak about digits, then, according to the Head of Contact center Balteksk, from the very beginning of Infinity use the quantity of the serviced calls began to grow steadily, and lost to decrease. It gives dry digits of statistics as an example - in May, 2011 when product introduction was not complete yet, the quantity of the lost calls was 17% of total number of the arrived calls in the company. In September of the same year their quantity decreased to 2.3%.