Qsoft helped automate the work of the Instroytekhcom call center

2024: Development of software for automating the operation of the call center

QSOFT has developed software to automate the operation of the Instroytechcom call center with customers directly from the corporate portal. The solution allowed you to automate data collection and analysis, optimize workflows and improve employee productivity. QSOFT announced this on October 17, 2024.

In the absence of automation, it was difficult to effectively process applications from potential customers. In addition, the load on call center employees was unevenly distributed, which was reflected in the performance of specialists. This system allows you to accumulate all applications received from a dozen channels. Thus, they do not stand idle, but are quickly picked up by call center operators. Integrations with CMS systems (sites and landings), mail using IMAP technology, telephony, instant messengers were configured.

Also, for more information about the customer by phone number and display in the call card, integration with the 1C:ERP was performed. During an incoming call, a customer card immediately appears in front of the call center operator, into which he can "go" to see the details of an earlier interaction: purchase history, responsible manager, etc. At the end of the call, all details of the conversation are recorded in the card, it is automatically closed, the status of the operator changes to "free" - and he can receive calls again.

During the filling of the potential sale card, it is possible to translate into stages: "target," "non-target" and "spam." For target calls, the standard card has been modified, new fields have been added to it. The potential sales data is automatically sent to the 1C:ERP.

The system interface provides a range of distribution times for specific call center operator hours. The system also takes into account only operators who are currently in online status. From whatever channel the potential client applies, his application is fixed and distributed to the free operator, taking into account his load.

The level of customer service has grown with the previous staff of call center specialists. It has become easier for them to give quick and full answers without leaving the corporate portal. For the management of the company, the new system has become a working tool for interpreting sales statistics thanks to integration with 1C:ERP. It allows you to study and better understand the needs of potential customers, the dynamics of applications and their variability depending on different factors, "said Oleg Knyazev, director of QSOFT projects.

We are pleased with the result, thanks to the implementation of the IT solution, we have systematized the key process of working with customers. The project was implemented on time and in the capacity that we recorded in the terms of reference. We already see the effect of implementing the system - the number of lost or poorly processed applications now tends to zero. All information about the client, the history of interaction with him is reduced to one place, and we can continue to work to improve the quality of interaction, increase loyalty, - said Stanislav Vasiliev, ex-head of the Internet projects department at Instroytechkom.