Online shop Internet provider Outsourcing call centre Online games portal TV provider Metal products factory Bank

Internet provider case of VoIPTime Contact Center implementation

Client:

one of the regional Internet service providers (ISPs).

Identifying the problem:

The client was looking for a solution allowing them to create an inbound contact centre and allow operators quick access to the billing system.

Solving the problem:

VoIPTime specialists carried out two-way integration with the billing system enabling operators to see the client’s billing information during a call. Multi-layered IVR system made it possible to reduce the inflow of routine requests by means of self-service system. A complex IVR script that would inform the subscriber during a call to the contact centre about their floating debt and account state is under development.

The client addressed us later again with the request for improving their contact center performance because of substantial operator idle time. The specialists of our company not only taught the client’s supervisors how to organize their operators’ work, control quality and manage their workload, but also showed the most effective models of work processes.

Results:

  • 37 operator workstations have been automated;
  • a contact centre was created in a short period of time (within one month);
  • full integration with HelpDesk solution has been carried out;
  • 60% savings in total call handling time owing to the self-service system (IVR) introduced;
  • contact centre performance has been improved;
  • operator occupancy has risen from 30-40% to planned 70-80%.