The goal of the project was to build a distributed contact center at two sites — in Moscow and Bryansk — with a total capacity of over 200 automated workstations to serve a large number of clients of the Petrol Plus Region, a fuel card operator for cashless payments at gas stations. The client selected the Russian leader in the contact center industry, NAUMEN, as the project contractor and software solution provider.

In the course of the project, a single call queue was implemented based on the Naumen Contact Center solution. With the smart call routing, max queue waiting time never exceeds 15 sec. Calls are diverted among operators considering their skills and availability. Automatic identification of clients is ensured through the integration of the solution with the corporate business system. It records client data and enables routing the calls from the VIP fuel cardholders to their personal managers. Short-time-to-reach and receive the necessary information increases customer loyalty. 92% of issues are resolved during the first-call-resolution (FCR). Part of the calls is diverted to IVR system.

One of the priority tasks implemented within the framework of the project is the automation of the outbound dialing function. Today, using this feature, operators perform cold calling to detect potential clients who can then be provided with commercial proposals. Thanks to the implemented algorithms for processing outgoing cold calls, the contact center is able to successfully generate leads and achieve growth in sales of fuel cards to new customers. The cold calls database is automatically retrieved from an external CRM-system integrated with the Naumen Contact Center. Operators conduct customer surveys using ready-to-use forms and conversation scripts integrated into the system interface. The results of the surveys are logged into the system, and a specific list of potential clients is generated based on the data collected, which is passed on to managers for further processing.

The system acquires statistical data on the performance of the two sites. Based on the data, the management can generate any kind of reports in various itemizations including a summary report. When the data obtained is reviewed, proper decisions can be taken to improve the performance of the contact center and business of the company as a whole. Calls are recorded in order to control the performance of operators.

Floor 5, bldg 3, 35B Vorontsovskaya St, Time Center Business Center,
Moscow 109147 (Krestyanskaya Zastava, Proletarskaya metro stations)

Phone/fax: +7 (495) 145-90-45

E-mail: sales@naumen.ru