"Callback" from MegaFon
In the contact center the Metropolitan branch of the operator MegaFon first among Russian cellular operators implement a "Callback from the operator." Now, in the event of a queue dial the number 0500, exceeding the performance standards, the system will automatically offer the subscriber to order "Callback".
The process of providing a free service "callback from the operator is fully automated with the use of solutions CallBack Assist, Avaya. The system continuously analyzes the current load on the contact center. If the subscriber in the voice menu, selects the "Connect to an operator" (key "0"), but this time there is an increase queue dialer, then the system will prompt the subscriber to order "Callback". As soon as one of the operators of the Contact Centre is free, he goes on the problem customer care, ordered the "Callback". The system itself CallBack Assist dials the subscriber and the operator's screen will be automatically displayed information and reference data for that subscriber.
Joint Contact Centre Metropolitan Branch of OJSC "MegaFon" is based on two regional venues - Thule (opened in 2009) and Bryansk (opened in 2011). More than 550 consultants and operators of the center of a month is treated with up to 1 million of subscribers (the number of subscribers of the Metropolitan branch of MegaFon - more than 8.2 million). According to a March 2011 the average waiting time of the operator is less than a minute (compared to a standard - three minutes), and the average time conversation with the person - 2.5 minutes.
The process of providing a free service "callback from the operator is fully automated with the use of solutions CallBack Assist, Avaya. The system continuously analyzes the current load on the contact center. If the subscriber in the voice menu, selects the "Connect to an operator" (key "0"), but this time there is an increase queue dialer, then the system will prompt the subscriber to order "Callback". As soon as one of the operators of the Contact Centre is free, he goes on the problem customer care, ordered the "Callback". The system itself CallBack Assist dials the subscriber and the operator's screen will be automatically displayed information and reference data for that subscriber.
Joint Contact Centre Metropolitan Branch of OJSC "MegaFon" is based on two regional venues - Thule (opened in 2009) and Bryansk (opened in 2011). More than 550 consultants and operators of the center of a month is treated with up to 1 million of subscribers (the number of subscribers of the Metropolitan branch of MegaFon - more than 8.2 million). According to a March 2011 the average waiting time of the operator is less than a minute (compared to a standard - three minutes), and the average time conversation with the person - 2.5 minutes.
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