Implementing XRM® Contact Center at the Utility Center
While the business sector of Ukraine is trying to keep up with the times, the state structures still poorly use the potential of modern information technologies. Clients of state structures often complain that it is diffi cult for them to contact the company in order to get advice from her on the question of interest.
Kyiv Center of Communal service is not an exception. Its main purpose is to open and organize work of service centers for customer service on the issues of housing and communal services provision. Creation of a network of service centers is, fi rst of all, necessity to standardize work of all points of reception of consumers on questions of housing and utilities. The new service also involves improving the quality of service standards:
Standardization of communications with consumers;
High speed and quality of consultation;
Create comfortable waiting conditions;
The creation of new service formats was also a priority:
Possibility of preliminary appointment to experts by phone or via internet to save time and efforts of clients;
Getting information “without leaving home” (by phone, email, etc.).
The old contact center didn’t do the job. The operators did not have a single client base, because of which each time caller had to reexplain the essence of the problem. It was also impossible to track the quality of the operators and control their work. There were situations when consumers for several hours could not reach the CPS. Training of newcomers delayed for several months, due to lack of materials. In the event of any atypical situation, newcomers turned to the senior shift, forcing consumers to wait on the line.
To solve the problems described, the management approved the implementation of the XRM ® Contact Center system from the Integrator E-Consulting, built on Skype for Business technology
Development of the contact center in CPS and advantages of the system implementation
As part of the integration of XRM ® Contact Center, the company has received an advanced contact center based on Skype for Business from Microsoft. The service allowed to create a single space for operators with a common customer database and a knowledge base for operators.
Here are the key improvements that resulted from integration:
The system automatically distributes calls between free operators. On average, the line includes 57 operators every day, but during peak times in summer and early winter the system scales, doubling the number of active employees without loss of performance and quality of communication.
All customers are welcomed by IVR, which allows to automatically process some of the requests, and the other part-segment and classify depending on the cause of the case.
When you call the contact center, CRM-system Microsoft Dynamics 365 automatically raises the card (profile) of the client and passes it to the operator, allowing him to quickly understand the essence of the issue.
If the operator does not know the answer, it can search the connected knowledge Base or automatically switch the client to a higher-level operator.
Analytics of operator’s work is conducted: accounting of quantity of calls, duration of conversation, level of satisfaction of clients. The latter, as a result of the implementation of the project grew more than 3 times.
In addition to the contact center and CRM-System XRM ® Contact Center in the edition for CPS also contains a module that automatically calculates the amount of payments for utility services for customers and imports data from the system of payments and debts. In summary it allows to serve the inhabitants of the capital faster, increases their satisfaction with the service and the level of trust to the state bodies.
In the future, the contact center will be able to automatically receive indicators from the population through the IVR system. In addition, customer service processes will be refi ned, and client profi les improved.
««In this solution we saw the potential of the platform in developing the direction of Automated User Service, which will allow to increase the volume and quality of provided services using the optimal resource of operators»
Konstantin Lopatin, deputy general Director, Public service center