Telecontact: contact-center CRM platform
A platform for agents of an outsourced call center: calling scripts, Predictive mode, reporting. More than 1000 projects for banks, retail and car manufacturers have been delivered on it.
Challenge
Build a CRM system for call-center agents that would become the foundation for all of the company's projects: marketing campaigns, polls and surveys, telephone interviews and consultation lines.
Goals
- Automate business processes
- Monitor agents' work and working time
- Reduce call handling time: dialogue scripts, an answer base and objection handling
- Create a platform of standard solutions that is easy to adapt for each client
- Provide standard reporting that can be customized to client requirements
Solution
The platform started as a standard solution for quick agent answers and, over years of development, grew into a full-fledged CRM — a server-side web application with an agent interface and an admin panel, integrated with Cisco and Asterisk telephony.
- Scripted agent–customer dialogue with results captured and conversations recorded
- Editors in the admin panel: calling parameters, dialogue scripts and per-project settings
- Outbound campaigns in all modes — manual, Preview and Predictive; Predictive mode multiplies campaign efficiency
- Surveys and automated messaging by phone, email and SMS, including via third-party services
- Integrations with external systems: part of the client's business processes moves to the call center with automatic data exchange
- Reporting on agent performance and project results, personal KPIs to motivate agents
Results
For a long time the system had no equivalent on the market and helped Telecontact secure its place among the leaders. Individual products built on the platform grew to the scale of standalone CRMs and were embedded into client processes — including Alfa-Bank, Russian Post, Volvo, Volkswagen Group Rus, Guthy-Renker and Sberbank. In total, more than 1000 projects have been delivered on the platform.
Sberbank: sales CRM for a call center
Systems for selling banking products by phone: predictive dialing, blended mode, appointment scheduling and deal tracking.
MetLife: sales and document management
Two interconnected systems for an international insurance holding: sales with payment right during the call, plus document printing and delivery. Sales grew by 8% in six months.
Lamoda CRM
CRM for handling complaints, returns and non-standard requests from customers of one of the largest fashion marketplaces.