Customers: SBSV-Klyuchavto Contractors: Naumen (Naumen consulting) Product: Naumen Contact Center (before IP call center of Naumen Phone)Project date: 2018/07 - 2019/01
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On February 12, 2019 Naumen announced upgrade project completion contact center "Klyuchavto", large autoholding of the South Russia under control of which there are 65 dealer centers.
For customer relation of the dealer centers uniform number of the contact center located in management company is used. In process of growth of network of car centers the former platform of contact center ceased to cope with the growing loading. Besides, the solution did not suit Klyuchavto in terms of flexibility, convenience, scalability and functionality. To replace the outdated solution the company selected the Naumen Contact Center platform.
For February, 2019 the works on transfer on other platform of processes of contact center and also work on deployment of functionality are completed. In particular, the IVR setup with a possibility of automatic routing of calls, setup of the agency scenarios of processing entering and outgoing voice calls with a possibility of filling of questionnaires is carried out. Using the implemented solution based on Naumen Contact Center the Klyuchavto contact center accepts the entering addresses connected with purchase of cars, auto parts, warranty and post warranty maintenance, makes outgoing call-downs for customer satisfaction level assessment by quality of services.
For automatic evaluation of work of operators in a system quality control functions are implemented. Managers can use several templates containing this or that set of criteria for quality evaluation, for example, the service duration, following to the scenario whether the client's issue, etc. was resolved.
In the next plans - implementation of a CTI panel which will allow all staff of Klyuchavto to use in the interface of internal information systems program phone from structure of the implemented solution. Thus, Naumen Contact Center will become not only the instrument of communication with clients, but also a basis for internal telephone communication in the company. Using a CTI panel employees will receive notifications on receipt, acceptance, end of a call, on its redirection and setting on deduction. Besides, in a panel information on current statuses of employees and operators will be available: it is available, busy, is not present on site, etc.