Jaguar Land Rover has always maintained high customer service standards, and so the company’s first choices when it came to a new contact center platform for their office in Russia were mature, industrial solutions developed by western companies. As it turned out, the only Russian product capable of competing with them functionally and technically was Noda Contact Center. A comparison of the costs involved tipped the scales in the latter’s favor.
Ekaterina Zarubina, Director of the Client Service Department at Jaguar Land Rover: “Our clients care a good deal about their time. With that in mind, we looked for a modern, high-tech solution that would guarantee them the service they need. And when we compared the leading contact center automation platforms, we found that Noda Contact Center, all else being equal, was a better deal than its competitors. Not only that, but it has already received global recognition. The test we ran also confirmed how well adapted it is to work in a virtual environment.”
Noda specialists rolled out the new system exactly in line with the client’s requirements. The contact center’s main call-processing servers were duplicated with reserve servers to give the system 99.99% fault tolerance.
Thanks to Noda Contact Center, the Jaguar Land Rover Russia contact center is now well equipped to handle high call volumes. Clients are serviced across two numbers: one for queries regarding car purchases and operation, the other for interacting with the parts warehouse.
The project’s primary goal was to implement an automated service level control mechanism. Supervisors are now notified whenever call wait times exceed the set limit or a call is lost, with the notification including an indication of which queue is experiencing problems. That makes it easy to quickly get to the bottom of the problem and even return dropped calls as needed.
Smart routing technology ensures that call loads are automatically balanced across the call center. Approximately 75% of incoming calls are handled by IVR, with the rest distributed between operators based on skill and availability. Handling that many calls with IVR has cut contact processing costs while simultaneously making the contact center more available for its clients. Taking that a step further, the system also offers operators the ability to call interested clients back the following day if they are routed to IVR outside of business hours.
Operators have access to all the information they need in a single window: dialog scripts are prepared in advance and client cards are automatically opened when calls are received, in addition to all the other tools and advantages offered by Noda Contact Center. In short, life is much easier for everyone working at the call center even as they provide better service quality for all calls. And not only does the platform handle voice calls; it also receives and processes contacts coming in via other communication channels (email, chat, and SMS, for instance).
All call data is stored in the system. Managers have access to real-time statistics, and can quickly produce chronological reports for any period—including detailed reports on incoming/outgoing calls per operator. Analysis of those reports helps management evaluate how effectively and efficiently its staff is working, maintain discipline, and uphold high customer service standards.