Telfin services help the OkhotActive chain of stores assess the effectiveness of employees

2024: Completion of call quality assessment services integration

Telfin has completed the integration of call quality assessment services into the telecom infrastructure of Chance Group of Companies and the OkhotActive chain of stores for remote coordination of employees' work. Telfin announced this on April 26, 2024.

Chance Group of Companies and the OkhotAktiv chain of stores are a holding that imports goods for hunting, tourism, fishing and outdoor activities. These are 6 wholesale branches in Russia, as well as more than 80 retail stores from Vladivostok to Kaliningrad.

At the first stage of work, Chance Group of Companies connected Telfin. Office ATS and combined all branches into a single telecom network, which made it possible to speed up internal communications of employees of geographically distributed offices and store networks. In addition, business telephony services were integrated with application 1C to automate the processing of requests from customers and improve the quality of their service.

The next step in the cooperation of the companies was a more detailed study of the task of ensuring remote coordination and control of the work of employees of the OkhotAktiv chain of stores and operators of this online store. To solve this problem, a number of additional services for assessing calls were connected, in particular, monitoring, assessment of the quality of telephone service, voice analytics and an auto-informant for collecting feedback became available to users.

Due to the large number of outgoing calls, the company was faced with the task of analyzing the quality of processing customer phone calls. It was important to understand the level of knowledge and competencies of employees, monitor compliance with telephone service standards and take into account the results of each specialist of wholesale branches, retail stores and an online platform. Indeed, depending on the number and quality of requests, the volume of sales and the level of customer satisfaction of the Chance Group of Companies, the motivation of employees directly depends.

Russian companies are increasingly connecting services to assess the quality of phone calls. Thus, organizations not only keep records of qualitative and quantitative indicators for working with customer requests, but also test new sales scripts, identify the most successful practices, identify leaders in the team and problem managers, and analyze long transactions. Assessing calls is extremely necessary when launching new products, changing service standards, as well as for training employees and resolving controversial situations, "added Ivan Pavlov, Telfin project manager.