Naturally, this affected the work of the call center

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If you do not expand your customer service department in time, you may face a decrease in the quality of application processing and burnout of employees who are taking an ever-increasing number of calls in an emergency mode. In logistics companies, a large share of incoming calls is for clarifying the status of cargo delivery - a low-margin task, in terms of business benefits. Fortunately, speech synthesis and recognition technologies (STT/TTS) have reached a level where voice robots can take on the solution of such typical questions, unloading operators. Implementation of the Virtual PBX Q&A function helped a logistics company increase the call center capacity in the shortest possible time. Let's tell you how we managed to achieve this. Features of the MCN Telecom client After a twitter database successful advertising campaign, which coincided with the start of a collaboration with a large online store, the logistics company experienced a large influx of customers.


the Occupancy indicator began to reach 90% and higher with normal values ​​of up to 85%. The waiting time on the line also increased, which caused customer dissatisfaction. The company estimated that they needed at least 50 new employees to efficiently handle the increased traffic. Finding a solution After reviewing the statistics of call distribution by request topics, it became obvious that the majority were for typical tasks, such as clarifying information about an order, calculating the cost of sending, or changing the delivery date. We proposed replacing the regular IVR call center voice menu with Smart IVR, supplemented with speech synthesis and recognition technologies within the additional Question-Answer function. To ensure that the capabilities of the smart menu are not limited to routing calls using voice commands, we have set up integration of the PBX with the company's CRM system to load and voice user variables directly during a conversation.