"IDGC of Siberia" increased loading of call centers using Oktell

On September 14, 2018 the Telephone systems company reported that "IDGC of Siberia" raised an indicator of loading (Utilization) to 90% and availability of contact center, having implemented a communication framework of Oktell.

Prerequisites

As it was reported, before implementation of a communication framework in each branch "IDGC of Siberia" the isolated call centers functioned. For acceptance and processing of the entering addresses analog telephony was used. Management of call centers was decentralized, special software solutions was not applied to accounting of addresses and control of operators.

Project Tasks

Having carried out the detailed analysis of quality of work of call centers, "IDGC of Siberia" revealed the numerous complaints of consumers of services connected with unavailability and low informational content of service. To increase service quality, it was required to create uniform contact center and to implement the modern software for automation of communicating processes.

Project Progress

For the solution of assigned tasks representatives of "IDGC of Siberia" stopped the choice on a communication framework of Oktell as a result of which implementation received a number of improvements. Implementation and customization of the solution based on Oktell the certified partner of Telephone systems – "The company performed an alpha inform".

Project Results

According to the company, during the project algorithms of acceptance and distribution of incoming calls were implemented, a call recording is configured, flexible reporting system is implemented. This functionality allowed to provide order taking from subscribers of "IDGC of Siberia", to store and process them, to keep track of dynamics of indicators of contact center.

Within the project the communication framework was integrated with the CRM system based on 1C. This completion allowed to identify consumers, to browse the history of addresses, to fix billing dates. At the same time based on the platform the single interface for simultaneous operation with several systems was implemented. Thanks to this functionality the staff of CC "IDGC of Siberia" had an opportunity to browse information on subscribers, to process queues of calls, to perform communications and to communicate in a corporate chat, without switching between systems.

In one of branches "IDGC of Siberia" the interactive system of IVR with speech recognition function was implemented. This completion allowed to perform automatic acceptance of indications of power meters in the round-the-clock mode. For September, 2018 on the basis of information obtained from the subscriber through IVR calculation of cost of the electric power consumed by it is made.

Also it was reported that for September, 2018 call center operators of "IDGC of Siberia" process on average 800 calls a day. In peak days this indicator reaches 1.2-1.4 thousand calls.

Thanks to the organization of a pipeline system of acceptance of indications of accounting with participation of automatic algorithms and "living" operators it was succeeded to increase productivity of contact center significantly. So, Utilization indicator for September, 2018 is 90%. Oktell allows to manage flexibly the system of calls and load distribution between call center operators and also to analyze incoming calls for the purpose of quality improvement of service. Dmitry Plyushchik, head of the department of customer interaction of "IDGC of Siberia"

According to representatives of the company, in the short term "IDGC of Siberia" is going to automate completely providing information to consumers on payments and a status of agreements. This functionality for September, 2018 is developed based on the Oktell platform.^[1]

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