The online store «003.ru» is ranked first among companies that sell household appliances online in Russia and in CIS.
Before implementing the call center all incoming calls have been randomly distributed to the store assistants who were trying to find out the caller's needs and then to transfer the call to the appropriate sales specialist. By doing that, the assistants were obliged to answer loads of calls while often transferring them to other sales consultants.
By implementing Naumen’s call center solution the e-store has acquired an up-to-date instrument to deal with burden of incoming calls while managing its business critical operations. Now the IP call center Naumen Phone handles all incoming calls to the store by queuing them to the call center agents, who afterwards distribute the calls among sales consultant groups. Nowadays the online store management can completely monitor both the statuses and the workload of the entire store staff.
The online store “003.ru” acknowledges call center Naumen Phone for the following benefits:
«Parter» Company (www.parter.ru) is the first Russian booking agency that officially provides services of online ticket booking. Smooth work of the agency’s call center is a critical success factor for the business of booking agency. By calling the agency from 8.00 a.m. till 23.00 p.m. a customer can get his/her tickets booked, ask the manager on interesting matters and be guided through the Moscow’s rich cultural life. Implementation of the Naumen Phone call center solution helped «Parter» Company to improve telephony quality, increase the number of answered calls and lower the call center equipment costs.
«Parter» Company got 16 agents’ workplaces automated on the basis of IP call center Naumen Phone. Currently the company utilizes intelligent two-level call queuing. Each incoming call goes onto the first queuing level which is being served by agents in normal mode. If the call is being queued for more than 10 seconds Naumen Phone automatically transfers it into the second queue, which is served by reserve agents and supervisors. Such queuing layout enables to prevent loosing the calls even in the most loaded work hours of the call center.
Konstantin Gromov, head of the IT department in "Parter" Company: «Implementation of «Naumen Phone has provided us with convenient typical operations for call center setup and relatively low costs for its extension. Nowadays, when adding a new agent, we pay less than we used to pay just for a new agent's telephone. Moreover, now we are completely in possession of the call center statistics and can prepare any reports on the call center work in our own; we can obtain any data concerning the calls. In our opinion, Naumen Phone solution is the most forward-looking one among Russian producers thanks to its flexibility and scalability».
The implementation of Naumen Phone has aligned with moving the company's call center to the new location. Owing to Naumen Phone, the company has succeeded in optimizing the costs because they did not have to buy new office PBX and sink the phone lines to connect the agents’ workplaces.
The dispatching center «Petersburg taxi 068» is one of the leading parties of the St. Petersburg taxi services market. By working on contract basis with licensed taxi car owners «Petersburg taxi 068» stakes primarily on the quality of its customer service. Implemented project enabled the dispatching center to increase reliability of their call center work, to ensure scalability of its capacity and to raise dispatchers’ work productivity.
The necessity of the call center modernization was caused by two factors: first, the extreme complexity of supporting, and, second, the need to extend the hardware and software complex that had been used for telephone communications. Answering incoming calls and handling outgoing communications with clients and taxi cars were based on separate solutions from different vendors. In addition, the complexity of the call center platform caused difficulties for dispatchers who had to deal with three separate communication devices – the call center workplace with a headset, the hardware phone and the radio station to communicate with taxi drivers.
By implementing new IP call center Naumen Phone, a completely software solution, the company acquired a wide range of benefits. Unified dispatcher’s workplace was set up on the basis of Naumen SoftPhone mobile software phone client, which enables dispatchers to answer incoming calls and make outgoing ones to both trunk network and PSTN by using just computer «hot keys». In the course of the project the company’s telephony has become closely integrated with order handling system. When a client calls the call center, a dispatcher gets the client’s order form displayed. Additionally, the call center utilizes call pre-routing to the dispatcher who is responsible for taking the orders from that client.
Single call center platform facilitated the ease of equipment and software support and maintenance. The company acquired capability to scale up the call center capacity as the number of calls increases: currently the dispatching center processes nearly 4 thousand calls daily. For backing up the call center operations «cold» reservation of the call center equipment has also been provided.
Unified service center «À-Iceberg» provides a whole range of consumer services to its clients: from reparing and maintaining the household appliances to sewing the custom clothes. By implementing the IP call center Naumen Phone solution the company increased the quality of telephone customer service owing to up-to-date instruments for call processing.
The company deployed the call center with 40 agent’s workplaces and had its administrators and supervisors trained. Agents’ workplaces became equipped with softphones that support multi-channel communications, conversation recording and data receiving from external applications. With the implementation project completed, the company was able to increase the productivity of agents. Nowadays the agents daily process several thousands of calls received by the service center. Call processing automation allowed both to increase the customer service quality, decrease the answer waiting time and to reduce the number of calls being lost.
With Naumen Phone implementation the company acquired tools for collecting and analysing the customer’s call statistics. Statistics analysis enables to discover times of call center maximum load and monitor the number of unprocessed calls. In addition, call recording allowed the management to control call center agents’ work and assess the personnel qualification.