Contact Center Upgrade
Project objective: Improve customer service quality
CROC automated agent and supervisor workplaces and integrated them with internal corporate services (CRM, billing, etc.). In addition, the project included the upgrading of the Interactive Voice Response (IVR) system and implementation of workforce management and agent performance assessment systems.
The unified contact center, which was deployed by CROC for Tele2 in 2006, complies with international quality standards and is now one of the largest of its kind in Russia (over 2,000 agents), serving mobile phone users in 65 Russian regions on a 24/7 basis, without queues or faults.Key customer benefits:
- Contact center integration with internal corporate services allows for a customer-oriented approach and faster call processing, thus helping agents to maintain a personalized dialogue based on customer data (gender, age, profession, call history, etc.)
- Agent response time reduction to 25 seconds and contact center performance improvement were enabled through the implementation of a Workforce Management system to monitor employee performance and effectively distribute agent load based on skills, qualification, etc.
- Today, over 60% of callers obtain necessary information without an agent’s assistance: thanks to integration with internal systems, IVR automatically retrieves customer details (region, activated services, account balance) and forwards the caller to a particular voice menu section where they can find relevant offerings
- The agent performance assessment system ensures perfect customer service, with supervisors being able to listen to agent conversations with subscribers, watch agent screenshots, and examine customer feedback
City: Samara, Rostov-on-don, Chelyabinsk, Saransk