Why "The regional network company" organized contact center

On September 28, 2015 the Alpha Inform company announced implementation of the technological solution for the organization of contact center for the benefit of JSC Regional Network Company.

Project Tasks

The decision on creation of several hot lines for customer service of the company was made in connection with the order of the Ministry of Energy of the Russian Federation No. 186 "On the uniform quality standards of service by the network organizations of consumers of services of the network organizations".

This order brought to the new level of the requirement to providing information services by the network organizations for consumers - quality requirements of processing of telephone addresses are strengthened, need of creation of free hotlines, the center of processing of telephone calls and its smooth functioning appeared. It is optimal to implement requirements of this order - means of the IP telephony.

Office JSC Regional Network Company (2014)

Starting points when choosing the platform of contact center and the contractor of the project of steel:

• functionality, sufficient for observance of all requirements of the order, and opportunity it is easy to expand it in the future;
• experience of the company integrator in implementation of similar projects;
• implementation cost of all solution;
• project implementation in a short time.

Representatives of Alfa-Inform company held the presentation of the project executed on the Oktell platform for Novatek Chelyabinsk company before the customer. Solvable tasks conformed to requirements. After consideration of the commercial offer, the company management made the decision on compliance of integrator and the platform for project implementation.

Project Progress

According to the main project requirement, two hot lines with multichannel toll-free numbers 8-800 for differentiation of addresses on the general questions are created and at emergence of emergency situations. Outgoing calls are displayed at uniform number 8-800, except for numbers of managers.

To remove excess loading from call center operators, convenient automatic voice navigation which directs the consumer on company services is developed, provides the reference information on all issues of activity of the network company, creates waiting queue. In time off a system suggests to obtain information on work of offices, to perform transfer of indications of metering devices, or to pass to a hot line of support.

Settings of contact center simplify operational interaction of staff of the company, management and control of work of operators. For this purpose fixing of the entering and outgoing calls, a call recording with consumers, direct link with the operator for calls from numbers of the supervising foreman, the manager, ODS of management serve.

Project Results

With project completion, in JSC RSK company the modern contact center on 25 jobs is created. It helped to fulfill the requirements of the order of the Ministry of Energy of the Russian Federation No. 186 in time "About the uniform quality standards of service by the network organizations of consumers of services of the network organizations".

In a project deliverable:

• the modern contact center from 25 automated jobs is created;
• means of the IP telephony on the Oktell platform establish cooperation with consumers which is completely conforming to requirements of the legislation of the Russian Federation and industry orders;
• effective functioning and implementation of operating control of processes of interaction is ensured that allows the company to keep customer service quality at the high level.