Telecom express (eng)

OUTSOURCING CONTACT CENTER TELECOMEXPRESS

+7 (495) 995 22 06 WWW.TELECOMEXPRESS.RU

TELECOMEXPRESS ABOUT THE CONACT CENTER

TELECOM-EXPRESS IS THE BIGGEST ALLOCATED CONTACT CENTER IN THE RUSSIAN FEDERATION

2400 operators, 96 supervisors

3 units: Moscow, Rostov-on-Don, Chelyabinsk

1100 + jobsites

Full system redundancy : Moscow: 330 jobsites Rostov-on-Don: 400 jobsites Chelyabinsk: 230 jobsites

Highest quality standard Security and Privacy

Centralized management

ABOUT THE CONTACT CENTER

TELECOMEXPRESS ABOUT THE CONTACT CENTER/KEY PARTNER

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%

TELECOMEXPRESS ABOUT THE CONTACT CENTER/ARCHITECTURE OF CS

Contact center LLC Telecom Express is based on high-tech equipment and operating the latest outsourcing

contact center solutions



TELECOMEXPRESS ABOUT THE CONTACT CENTER/TECHNOLOGY

Customer service through a system of voice IVR with speech recognition reduces cost by 20% while improving service level.

100% of customers get the answer within 30 seconds. The level of dialing the potential customers is 15% - 30% higher in outbound call campaigns, increasing your sales accordingly.

Accumulation, systematization and analysis of customer data leads to effective use of marketing and advertising budget, due to effective management of customer relationship. According to the experts attracting a new client is from 5 to 10 times more expensive than the retention of an existing one.

The first contact of operator with the customer is 25% more efficient compared to the operators that do not use this system in their work. Efficient delivery of quality evaluation of products or services directly from customers.

SYSTEM OF INTELLECTUAL ROUTING GENESYS

CRM SYSTEM SIEBEL ORACLE

QUALITY MONITORING SYSTEM WITH FUNCTION OF EMOTIONAL ASSESSMENT

VOICE MENU IVR WITH THE SPEECH RECOGNITION SYSTEM

INFORMATION PORTAL AND AUTOMATIC SYSTEM OF STUDY

Reducing the period of study at the launch of new projects by 50%

INFORMATION AND REFERRAL LINE SETUP

TELECOMEXPRESS

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

DEVELOPMENT OF CLIENT’S BUSINESS. PERFOMING MARKETING

RESEARCH AND SURVEYS.

TELECOMEXPRESS

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

CONSULTING

TELECOMEXPRESS

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.

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

Six stages Manual assessment

Automatic assessment

Mystery Shopper Complaints assessment

Theme audition Satisfaction assessment

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

AUTOMATIC QUALITY CONTROL SYSTEM

TELECOMEXPRESS SERVICES

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

PERFOMANCE QUALITY CONTROL


Manual assessment

Quality control

Feedback

Automatic control (100% of calls)

Mystery Shopper

Solution:

•Combined methods of performance quality control.

•Manual resources economy.

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 topics

Weekly each unit 50-60 calls

Complaints analysis Weekly - operation Monthly – dynamic analysis

100% of complaints

Theme audition Monthly 40-50 calls

Client satisfaction evaluation Quarterly 400- 500 respondents

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

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

LEXICO-SEMANTIC SPEECH ANALYSIS


Key words not found!

Key words found!

Key word in speech

Table of results

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

CLIENT SATISFACTION AUTOMATIC CONTROL


A template of automatic assessment

Max final points=

100 points

Parameters Parameters

Emotional K1 Emotional state 1

Lexico-semantic K2

Dialog structure K4

Key words* K5

Forbidden phrases K6

Quantity K3

Speed of answer K7

Number of interruptions K8

Hold time K9

Holds number K10

* Assessed for top-topics only

REPORTS EXAMPLES


Group

report

(days)

Monthly

employee

report

Parameter 1 Parameter 2 Parameter 3

Вес Вес Вес

40 50 10

Азиза Раджабова 2.3 Шепякова MSKCRTDB01 94,43 60,75 99,80 78,13

Валерия Смирнова 1.6 ГерасимоваMSKCRTDB01 100,00 67,00 100,00 83,50

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

Group Venue Final pointsOpoerator Quantity parameters and timig


TELECOM EXPRESS CONTACT CENTER SERVICES

• HOTLINE • PROMOTION ACTIVITY SUPPORT

• SURVEYS AND POLLS

• CLIENT SATISFACTION ASSESSMENT

• SERVICE DESK

• SERVICE QUALITY ASSESSMENT

• OPERATORS WORK ASSESSMENT

• SINGLE ENTRY POINT CONTROLLER’S OFFICE

• OUTSTAFFING

• CONCIERGE SERVICE

• LOYALTY PROGRAMS SUPPORT

• SERVICE DESK

• SERVICE QUALITY ASSESSMENT

• OPERATORS WORK ASSESSMENT

• SINGLE ENTRY POINT CONTROLLER’S OFFICE

• AUTOINFORMER

• VIRTUAL OFFICE

• PROMOTION CAMPAIGNS

• DATABASE UPDATE

• ORDER PLACEMENT DESK

THANK YOU!

OUTSORCING CONTACT CENTER TELECOMEXPRESS

+7 (495) 995 22 06 WWW.TELECOMEXPRESS.RU

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Telecom express (eng)