Galex, STC completed creation of call center for the Altai provider

Within the program of quality improvement of services the Inteleca company started the new round-the-clock call center of customer support working at fundamentals of the latest technologies with respect for the European quality standards of call processing, record and storage of incoming calls.

Creation of call center was executed by STC of Galex LLC company - the partner of Cisco in Altai Krai and Altai Republic. Specialists of the company carried out a full range of the works necessary for start of call center, from inspection of an object and design before personnel training of Inteleca company.

For creation of call center the solution, optimal for the customer, - a management system for unified communications of Cisco Unified Communications Manager and single integrated solution with functions of automatic distribution of calls and IVR (Interactive Voice Response) - Cisco Unified Contact Center Express is selected. For a historical record of telephone negotiations in a system the software solution intended for sharing with the products IP telephony Cisco - Zoom CallRec is used.

Special attention when implementing the project is paid to optimal separation of tasks between the new platform and an old system. The tools and mechanisms put in the solution allow to change quickly logic of work of call center that will allow Inteleca company to inform the subscribers on implementation of new services and services in the future quickly.

Use of new call center will allow Inteleca Internet service provider to increase performance of work of operators and also customer service quality for the account:

• the powerful automation system of distribution of calls on the basis of use of information on the subscriber already at a stage of setting of a call to queue;
• existence of means on tracking of actions of operators in real time and also possibilities of viewing statistics on work of operators for the period time;
• operational redistribution of resources of call center, thanks to existence of means of the analysis of the current loading in real time;
• implementations of new modern means of acceptance of requests via e-mail and the website.

Call center agents make the company front office, and the quality of their work in many respects creates opinion of clients on the service layer of the company in general. Therefore Inteleca is not satisfied with what has already been achieved and continues works on increase in the service level to achieve an effective objective: not lose any address and provide to clients the minimum waiting time on the line.