Telecontact: quality control
A system for the quality control department: automatic call sampling and scoring, KPIs and real-time reporting.
Challenge
Build a system for the service quality control department.
Goals
- Automate business processes
- Manage employee workload and task distribution
- Generate KPI reports for individual projects and the company as a whole
- Automate the selection of calls for review and their scoring
- Introduce a role-based model so that all employees can use the system
Solution
We built a system integrated with telephony and billing. It automatically selects calls for quality control staff to review and lets them score those calls. Reporting is built on a role-based model — every stakeholder gets up-to-date project data in real time.
Results
Within the first 2 months the system helped identify problem projects that had previously been lost in the crowd, and within 6 months it helped raise service levels to the requirements of the company's internal regulations.
Sberbank: sales CRM for a call center
Systems for selling banking products by phone: predictive dialing, blended mode, appointment scheduling and deal tracking.
MetLife: sales and document management
Two interconnected systems for an international insurance holding: sales with payment right during the call, plus document printing and delivery. Sales grew by 8% in six months.
Lamoda CRM
CRM for handling complaints, returns and non-standard requests from customers of one of the largest fashion marketplaces.