NODA, Moscow Government win Crystal Headset Award with COVID-19 Helpline project

The project of COVID-19 Helpline, implemented by the Moscow Social Development Department in collaboration with NODA, has won the Crystal Headset®/ CCG Call Center Award in the Best Anti-Crisis Technology Application, Partnership nomination. The helpline project was commissioned by the Department of Information Technologies of Moscow and implemented by its technological partner NODA, the leading Russian contact center solutions developer.

It was vital that the technological partner of the Moscow authorities should be able to launch the helpline site before a "high alert" restrictive anti-coronavirus regime was introduced in the city. NODA proposed a solution based on the Noda Contact Center platform which was deployed in 12 hours only. The first helpline site with 50 workstations began taking calls a day before the high alert regime had been put in place. Later, the helpline was increased to 400 agents per shift.

"During the pandemic, the role of digital services has grown immensely, with contact centers becoming the main communication channel. Within the first week of its operation, the COVID-19 Helpline processed as much as 29,000 calls. The agents took down sick list applications and organised the delivery of sick lists, food and medications, and answered questions concerning the rules of self-isolation, " says Andrey Zaitsev, Director of NODA Contact Center and Robotic Systems Department.

Over 330 participants submitted their projects to be assessed by the Jury of the 17th Crystal Headset Awards. In 2021, the winners included many of NODA's partners, such as Petrovich Trading House, CarMoney, YooMoney, Raiffeisen Bank, OTP Bank and others.

The Jury of the Crystal Headset Awards includes over 200 experienced leaders of customer service departments, contact center CEOs and leading managers from various industries, as well as acclaimed experts and independent consultants.

Overview:

Crystal Headset® is a competition held by Call Center Guru professional community since 2005. It is the most prominent and respected professional award, an "Oscar" in the world of digital customer services.



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