Contact Center Upgrade
Project objective: Improve customer service quality and reduce local contact center OPEX.
CROC united distributed customer relations units into a single manageable and controllable contact center, upgraded a reporting system, and implemented a conversation recording system. Currently, 120 agents process 2,500+ calls from Group customers and partners throughout Russia every day.Key customer benefits:
- Conversation recording system helps supervise agent performance and analyze complaints to reveal typical errors and develop answer templates
- Reporting system promptly displays workforce load to optimize agent management, especially during peak hours
- Reduction in system operation and maintenance costs and improved availability via deployment of some contact center services in customer’s virtual environment
Project details — https://www.croc.ru/eng/news/detail/78195/
Customer: Cherkizovo Group