2. TELECOM-EXPRESS IS THE BIGGEST ALLOCATED CONTACT CENTER IN THE RUSSIAN
FEDERATION
3 units: Moscow, Rostov-on-Don, Chelyabinsk
1100 + jobsites
2400 operators, 96 supervisors
Highest quality standard Security and Privacy
Centralized management
Full system redundancy :
Moscow: 330 jobsites
Rostov-on-Don: 400 jobsites
Chelyabinsk: 230 jobsites
ABOUT THE CONACT CENTER TELECOMEXPRESS
3. ABOUT THE CONTACT CENTER
TELECOM EXPRESS IS THE FIRST CONTACT CENTER IN RUSSIA, THAT STARTED OUTSOURCING ALL
CLIENTS’ CALLS OF THE BIGGEST RUSSIAN GOVERNMENT MONOPOLY “RUSSIAN RAILWAYS”
Single entry point for customers – the number 8-
800-775-0000
High uniform serving standards for “Russian
Railways” customers on 17 railroads
Full integration with the software complex of
“Russian Railways” allowing to receive full
information online
FOR THE FIRST TIME IN RUSSIA WE INTRODUCED VOICE MENU IVR WITH VOICE
RECOGNITION TECHNOLOGIES, ALLOWING TO SERVE CUSTOMERS WITHOUT THE
OPERATOR BEING INVOLVED.
IT RESULTED IN REDUCING THE COSTS BY 40%
ABOUT THE CONTACT CENTER/KEY PARTNER TELECOMEXPRESS
4. ABOUT THE CONTACT CENTER
Contact center LLC Telecom Express is based on high-tech equipment and operating the latest outsourcing
contact center solutions
ABOUT THE CONTACT CENTER/ARCHITECTURE OF CS TELECOMEXPRESS
5. ABOUT THE CONTACT CENTER
100% of customers get the answer within 30 seconds.
SYSTEM OF INTELLECTUAL ROUTING
The level of dialing the potential customers is 15% - 30% higher in outbound call
GENESYS campaigns, increasing your sales accordingly.
VOICE MENU IVR WITH THE SPEECH Customer service through a system of voice IVR with speech recognition reduces cost
RECOGNITION SYSTEM by 20% while improving service level.
Accumulation, systematization and analysis of customer data leads to effective use of
marketing and advertising budget, due to effective management of customer
CRM SYSTEM SIEBEL ORACLE
relationship. According to the experts attracting a new client is from 5 to 10 times
more expensive than the retention of an existing one.
QUALITY MONITORING SYSTEM WITH The first contact of operator with the customer is 25% more efficient compared to
FUNCTION OF EMOTIONAL ASSESSMENT the operators that do not use this system in their work.
Efficient delivery of quality evaluation of products or services directly from
customers.
INFORMATION PORTAL AND AUTOMATIC
Reducing the period of study at the launch of new projects by 50%
SYSTEM OF STUDY
ABOUT THE CONTACT CENTER/TECHNOLOGY TELECOMEXPRESS
6. INFORMATION AND REFERRAL LINE SETUP
Premises:
To maintain the highest service level it is advisory to provide information support and consultations to clients and get the feedback.
Resources of the contact center:
1. Organization of a single entry point hotline , to receive and process clients’ queries.
2. Supporting an in-house hotline in peak load hours with the possibility to assign the 1st line of operators.
3. Supporting the clients – goods and services consultations. Outbound calls to the clients. Gathering the feedback by receiving queries,
complaints, questions and offers and passing the information to the people in charge within the partner’s company.
4. Promotion of goods and services to the new clients on inbound calls.
5. Information support of marketing programs.
Advantages:
Fulfillment of the KPI in percentage of received calls and service time, reducing the calling rate for inner departments.
Improving the service level, fast problem solving.
Removal of load from highly qualified specialists, concentrating them on consulting on challenging questions and working with confidential
information.
24-hours high quality service for your clients.
SERVICES TELECOMEXPRESS
7. DEVELOPMENT OF CLIENT’S BUSINESS. PERFOMING MARKETING
RESEARCH AND SURVEYS.
Premises:
To increase the KPI and maintain high quality service it is essential to identify the needs of the customers, develop the list of existing clients and
attract new clients to cooperation.
Resources of the contact center :
1. Outbound calls to evaluate the clients’ satisfaction with goods and services.
2. Outbound calls to perform marketing research and analysis according to the developed and coordinated script.
3. Promotion of additional goods and services on outbound calls to the existing clients.
4. Performing the outbound calls to increase the loyalty of the clients.
Advantages:
Promotion of additional goods and services to existing clients.
Boosting services and goods consumption of existing clients.
Detecting of the needs of the clients to form special offers and perform promotion campaigns of new goods and services.
Forming and updating the database of existing clients.
SERVICES TELECOMEXPRESS
8. CONSULTING
Premises:
To maintain high quality client service, a systematic client satisfaction assessment is required.
Resources of the contact center :
1. Operator performance quality assessment with Smart logger (speech records analysis).
2. 100% automatized client satisfaction assessment.
Six stages Manual assessment Mystery Shopper Complaints assessment
Automatic assessment Satisfaction assessment Theme audition
Numerical parameter of the dialog
Lexico-semantic analysis
Emotional state
CS controls 100% of clients
100 % of records are analyzed
100% of hidden complaints revealed
100% disloyal clients revealed
Advantages
Quality assessment operation costs reduction.
Operator performance quality and efficiency improvement.
Detecting client needs to plan and form special offers.
Getting analytical reports from 100% of calls.
SERVICES TELECOMEXPRESS
9. AUTOMATIC QUALITY CONTROL SYSTEM
Automatic control of operator performance based on speech recognition technologies and emotional state
evaluation.
Main goal:
• Best staff
• Best working conditions
• Best IT solutions for contact centers
• Effective service quality control
• 100 % automatized client satisfaction assessment
Flaws of classic assessment technologies:
• Significant resource expenses on assessment
• The number of voice records listened 1-3%
• Development opportunities only partly revealed
SERVICES TELECOMEXPRESS
10. PERFOMANCE QUALITY CONTROL
Solution:
•Combined methods of performance quality control.
•Manual resources economy.
Automatic control
(100% of calls)
Manual assessment
Quality control
Mystery Shopper
Feedback
SERVICES TELECOMEXPRESS
11. PERFOMANCE QUALITY CONTROL
Method of control Periodicity Sampling
Manual calls assessment Monthly for each employee 5 calls
Automatic calls assessment On-line for each employee 100% calls
Mystery Shopper, test calls on problem Weekly each unit 50-60 calls
topics
Complaints analysis Weekly - operation 100% of complaints
Monthly – dynamic analysis
Theme audition Monthly 40-50 calls
Client satisfaction evaluation Quarterly 400- 500 respondents
SERVICES TELECOMEXPRESS
12. QUANTITATIVE PARAMETRS AND TIMING OF CALLS
• Telephony
• Average talk time
• Hold quantity for one client*
• Hold time for one client*
• Average Speed of Answer*
• End of talk control
• Quantity of radials for one client
• Speech activity parameters
• Operator speech to the talk record time ratio
• Operator speech to client speech time ratio
• The number of client’s speech interruptions*
* - parameters that are included into automatic assessment system
SERVICES TELECOMEXPRESS
13. LEXICO-SEMANTIC SPEECH ANALYSIS
• Agreed script phrases control
• Conflict words and factors revelation
• Control of forbidden words and phrases
• Verbal indicators of client satisfaction revelation
SERVICES TELECOMEXPRESS
14. LEXICO-SEMANTIC SPEECH ANALYSIS
Table of results
Key words not found!
Key word in speech
Key words found!
SERVICES TELECOMEXPRESS
15. CLIENT SATISFACTION AUTOMATIC CONTROL
Client satisfaction assessment (CS)
KPI of the contact center (not less than 80 points according to 100-points scale)
Automatically assessed with «Smart Logger II» by detecting the normal tone and verbal indicators in
client’s speech
Is included into the motivation system of the operator, CS > 80 баллов
100% of voice records are automatically assessed
SERVICES TELECOMEXPRESS
16. CLIENT SATISFACTION AUTOMATIC CONTROL
A template of automatic assessment
Parameters Parameters
Emotional K1 Emotional state 1
Dialog structure K4
Key words* K5
Lexico-semantic K2 Forbidden phrases K6
Speed of answer K7
Number of interruptions K8 Max final points=
Hold time 100 points
K9
Quantity K3 Holds number K10
* Assessed for top-topics only
SERVICES TELECOMEXPRESS
17. REPORTS EXAMPLES
Monthly
employee
report
Opoerator Group Venue Quantity parameters and timig Final points
Parameter 1 Parameter 2 Parameter 3
Вес Вес Вес
Group 40 50 10
report Азиза Раджабова 2.3 Шепякова MSKCRTDB01 94,43 60,75 99,80 78,13
Валерия Смирнова 1.6 Герасимова SKCRTDB01
M 100,00 67,00 100,00 83,50
(days) Владимир Горюшкин 2.5 Шадай MSKCRTDB01 99,80 70,02 100,00 84,93
Розалия Манукова 1.2 Петренко MSKCRTDB01 99,88 73,67 100,00 86,78
Григорий Кондрученков 1.4 РодичкинаMSKCRTDB01 95,00 74,66 96,45 84,97
Самойлов Николай 2.5 Шадай MSKCRTDB01 100,00 75,25 100,00 87,63
Анастасия Ошуркова 1.7 Седова MSKCRTDB01 98,02 76,08 100,00 87,25
Залина Нукбулганова 1.2 Петренко MSKCRTDB01 100,00 78,04 100,00 89,02
SERVICES TELECOMEXPRESS
18. TELECOM EXPRESS CONTACT CENTER SERVICES
• HOTLINE • CONCIERGE SERVICE
• PROMOTION ACTIVITY SUPPORT • LOYALTY PROGRAMS SUPPORT
• SURVEYS AND POLLS
• SERVICE DESK
• CLIENT SATISFACTION ASSESSMENT
• SERVICE QUALITY ASSESSMENT
• SERVICE DESK
• OPERATORS WORK ASSESSMENT
• SERVICE QUALITY ASSESSMENT
• SINGLE ENTRY POINT CONTROLLER’S OFFICE
• OPERATORS WORK ASSESSMENT
• AUTOINFORMER
• SINGLE ENTRY POINT CONTROLLER’S OFFICE
• VIRTUAL OFFICE
• OUTSTAFFING
• PROMOTION CAMPAIGNS
• DATABASE UPDATE
• ORDER PLACEMENT DESK
SERVICES TELECOMEXPRESS
