New life of the call centre in City centre of controlling and accounting for energy resource, Jsc.

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Published Tue, 2014-05-27 16:00
14.09.2013

The call centre in City centre of controlling and accounting for energy resource, Jsc., Penza, that uses software delivered by CTISoft, Ltd. http://www.ctisoft.ru/en/call-center-zkh, has been working for half a year.

Every day the call centre's operators receive more than 300 calls from the city's residents. The organizational structure of the call centre itself has become a lot more complex during the time of its existence. Therefore, a decision was made to upgrade the software of the call centre, which was done in August 2013. The new definitive feature of the new version is the support of a distributed call centre. It means that the operators can process calls from the common queue while being physically located in different parts of the city or even in different cities. At the same time, the head of the call centre still has the same features available for controlling the operators’ work as when they all were in the same room. ON the other hand, it has become a lot more convenient to differentiate tha calls and distribute them among operators of different specialities depending on the nature of the callers' requests.
Also, due to the optimization of the software's core, the speed of its work has increased significantly.

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