Case of the company "LEAD-TERRA"

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IP telephony for call centers: loss of profit due to communication failures has been reduced to zero.
Content
Client
Growth points
UIS capabilities used
Solution
It is impossible to imagine a modern call center without cloud telephony.

Almost all providers have basic functions for monitoring operators.

But it is also important to find one that will provide stable taiwanese telegram communication with clients, without failures and accidents lasting half a working day.

A timely personal recommendation can help here.

Client

LLC "LID-TERRA" provides remote call center and advertising promotion services to technical centers specializing in the repair of automobile units: steering rack, starters, generators, air conditioning compressors, automatic transmissions, exhaust systems, diesel fuel equipment (injectors and high-pressure fuel pumps), etc.

An important advantage is that the managers have experience working in car services and, therefore, a deep understanding of the industry specifics. The team considers its mission to be the formation of a customer service culture based on the use of sales techniques, technical qualifications and honesty with the client.

Growth points
It is necessary to constantly monitor the quality of the call center by listening to call recordings. The main technological support in the work of operators and the head of the call center is cloud business telephony.

For several years we used the services of third-party operators. The work was significantly complicated by the following factors:

Frequent failures . Communication could be lost for half a day, which resulted in the loss of technical inspection records. The share of lost profits for this reason was from 1.5% to 2%.

A complex interface that had to be worked with through an intermediary – a system administrator. Business growth increased the requirements for telephony settings – there was a need to frequently connect/disconnect employees, reconfigure call distribution scenarios, etc. The manager needed the ability to do this quickly and independently.