Infra Call Center in "The national cadastral agency"

SUE National Cadastral Agency it was created in 1998 as an element of infrastructure of the state in the field of land administration therefore frequent citizens' appeals are an integral part of work of the agency. Increase in amount of requests for providing information on the cadastral cost of lands and tax base of land tax became a push for making decision on implementation of modern call center. According to Ritvinsky Dmitry Aleksandrovich, the head of department of assessment, the call center had to solve the following problems:

• optimize working time of employees;
• give an opportunity to answer quickly questions of clients;
• reduce terms of providing the information required;
• reduce paper document flow;
• increase the number of the serviced clients.

The decision on implementation of call center was made in a short time, and the organization laid down a condition about the same rapid implementation of a system. The choice of the supplier became obvious. The Mastertelecom company implemented the project for the National cadastral agency in the stipulated terms. For discussion of optimal system configuration, studying of readiness of telecommunication structure of the enterprise, writing of technical specifications, setup of the equipment and final start of call center less than a month was required, and system learning by employees took one day.

"All tasks set in connection with implementation of call center managed to be solved successfully, – Dmitry Aleksandrovich notes. It would be desirable to note that the efficiency of Infra Call Center is quite high as it allowed to save time and to get profit, having paid for itself for the first months of work". The solution Infra Call Center allows to conduct detailed observation of work of each operator (to estimate the service quality and the general time spent for acceptance of a call), to analyze statistics of quantity of the arrived and accepted calls, to intellectually distribute calls between operators, to keep a call recording.

Now Infra Call Center is set and SUE NKA is used in one division, expansion of call center and transfer of all subscribers on the IP PBX as there are not enough opportunities of old analog automatic telephone exchange to service interested in customer information is planned over time.