The project of automation of contact center of Tomskenergosbyt is complete

In 2017 the project of automation of the contact center of Tomskenergosbyt company (Inter RAO Group) guaranteeing electricity provider in the Tomsk region is complete. Use of the domestic Naumen Contact Center platform along with increase in efficiency of contact center provided to power supply company decrease in level of receivables for the electric power.

Upgrade of Tomskenergosbyt contact center is a stage of the large-scale program of the organization of uniform contact center of the Inter RAO Group based on the domestic Naumen Contact Center platform.

Power of the platform of contact center of "Tomskenergosbyt" allows power supply company to service effectively more than 400,000 clients – consumers of the electric power of the Tomsk region. In addition, the contact center also services today clients of other power supply companies of the Siberian region.

Creation of contact center on the basis of modern Russian developments "Tomskenergosbyt" allowed to improve results of collecting of payments considerably. For fast identification of clients on an agreement number or the personal account the Naumen Contact Center platform is integrated with the automated control system for sale of energy (ACSSE). Thus, at the expense of the organization of the unified automated environment the efficiency of processing of contacts is provided and process of outgoing call-down of non-payers is optimized.

"The main objective on which it is concentrated a maximum of efforts of the company is decrease in level of receivables and prevention of growth of non-payments. For this purpose we increase the level of knowledge of our clients of existence of debt and possible effects of a non-payment, using such communication channels as Sms, autocall-down and calls of call center operators. Thanks to opportunities of an automated system we increased quantity of outgoing calls to our clients debtors twice. The analysis shows – 25 percent of receivables to us pay right after calls of contact center, – the chief of contact center of PJSC Tomskenergosbyt Olga Sykora tells. – Along with it, we provide to our clients the additional services connected with power industry, warmly – energy saving. For example, one of the most popular services of contact center is a purchase and installation of metering devices of the electric power and also water counters".

For optimization of load of contact center service of voice self-service which was implemented also in the previous project of the organization of uniform contact center of the Inter RAO Group is implemented (in Mosenergosbyt). Service is constructed on NAUMEN IVR technologies using means of synthesis and speech recognition of Voice Navigator from the Center of Speech Technologies and allows clients to receive a range of services in an interactive mode, without participation of the operator: transmit indications of metering devices through the interactive voice menu, obtain the different reference information, including, information on electricity rates, the addresses of offices of the company and existence of debt.

"The functionality of the NAUMEN platform allowed us to optimize processes of mass customer service, – Olga Sykora notes. – So, service of voice self-service saves clients from need to look forward to hearing from the operator in queue, allowing to be serviced independently. For example, for transfer of meter readings it is enough to call by phone in contact center and to follow hints of the telephone robot. Input of digits is made by voice or manually phone buttons. For an exception of errors by transfer the robot repeats the entered data which can be confirmed, or to cancel. Service saves both time of operators, and time of our clients, providing availability of contact center and at the same time reducing load of operators that is especially important during the peak periods".

In Naumen Contact Center the consolidated collection of information on work with clients is conducted. A system allows to create summary statistic reports which reflect efficiency of activity of contact center on the basis of these data.