To solve the problems that had arisen, the company began to study possible options for automating the customer service process. This solution would not only improve the quality of service, but also optimize the costs of processing each request.
Description of the MCN Telecom solution
The company chose a solution from MCN Telecom, implementing an omnichannel contact center integrated with the corporate CRM system and a virtual automatic telephone exchange (VATS). Phone calls remained the main channel for customer contact, but the new system allowed for a significant expansion of interaction channels, including email, chats on the company’s website, and messages via popular messengers
Integration with the CRM system allowed operators to instantly access information about the client and the history of their requests, which significantly increased the accuracy and speed of processing requests. Integration with the PBX allowed for automatic callbacks on missed calls, which helped reduce the number of dissatisfied customers and improve the overall level of service. Setting up chatbots to handle typical questions, such as policy renewal dates or insurance conditions, relieved operators and reduced the waiting time for a response.
Results of implementation
center has significantly improved the quality of customer service. In the first quarter after implementation, customer satisfaction increased by 13%, which was confirmed by regular surveys and analysis of repeat calls, which decreased by 20%.
Response time for requests decreased by 15%, thanks to effective routing and integration with CRM. These changes were also made possible by staff training and constant monitoring of the system’s performance. Improved service quality also led to an increase in repeat customer requests for additional services, which had a positive impact on the company’s overall revenue.