Omni channel

• Support for multiple channels of interaction between operators and clients
• Voice calls
• Email
• Chat
• SMS
• Calls from the site
• A single service queue for all contact types. This allows one operator to work on several projects simultaneously (incoming, outgoing, voice/chat/email/sms).
• An integrated history of interaction with clients over all channels that is available when processing the next contact
• Adaptive changes in voice call priorities when pre-determined value limits for service process parameters are reached
• General mechanisms for service script setup independent of the processed connection channel

• Leveling out of peak loads for incoming call processing projects by bringing in operators from projects with shorter queues and/or projects processing other channels for interaction with clients (email, chat, SMS)
• Decrease in the requirements for operator training when attaching them to a new project or service channel (uniform agent scripts for all projects and channels)
• Automated changes in voice call priorities to increase the share of calls coming from an overloaded queue to operators servicing several queues (including those participating in the processing of discrete channels) in order to maintain the level of service even when the project’s load increases

IQ Line, outsourcing call center

On average, operators participate in 3-5 projects (if standard, then 10). Some operators simultaneously participate in processing both discrete and voice channels.

Results

• A comparison of the agent sharing model used with the typical Erlang model shows that the call center requires 8% fewer operators without decreasing the quality of its contact processing.
• Training time for agents dropped from four to two weeks. 

Moldtelecom, telco, 2M clients, 250 agents

Moldtelecom is the largest telecoms provider in the Republic of Moldova. The majority of its users utilize its TV service, while access to broadband internet for individuals and companies is actively expanding.

Call processing for tech support questions from internet users is handled using the first and second support lines.

The agent script for those agents working the first line has the necessary user identification added automatically via ANI and/or manually by the contract number. Information is displayed for that client from the CRM, service desk, and billing systems. When a call is received the operator immediately sees the client’s combined information: service statuses, balance, recent payments, open client incidents, and wide-spread problems. Information on channels (email, voice) to contact the client is also available in the script.

During peak load hours priority is automatically given to the processing of voice calls, changing the proportion of contacts distributed to operators as voice channels move to the top of the service line.

When transferring a call to the second line, information about the user is transferred along with the call so there is no need to repeat the details of the problem.

Results

• Reduction in AHT of 35% 
• Reduction transfer rate (to second-line support) drop from 19% to 7% 
• Growth in FCR of 20% 
• Adherence to the SL during peak hours for voice channels without bringing in additional operators 

RusSlavBank, Bank (Money Transfer Network), 120 agents

Before implementing Noda Contact Center, the bank used several solutions for processing client contacts:

• Voice calls were processed using an open source call center. 
• Several assigned operators answered emails using MS Outlook. 
• A solution was integrated into the site to handle web chatting.

Thanks to the implementation of Noda Contact Center, the client service model was changed and operators were redistributed. Contacts from all channels went into a single queue. Almost all operators participated in processing contacts independent of the channel through which they were received.

Results

• The number of operators was increased by only 85% in anticipation of the number of contacts tripling. 
• The cost of training new operators significantly dropped due to the use of a single interface for interaction with clients along all channels. 
• The ability to monitor and control the processing of not only voice contacts, but non-voice contacts as well, was added. 
• A transparent client interaction history increased client satisfaction and decreased the time spent on service, while also increasing the share of FCR.