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Asteros helps MegaFon Center win the loyalty of each and every client
Asteros helps MegaFon Center win the loyalty of each and every client
March 18, 2009
B.A.C. (part of the Asteros Group) has completed the full implementation of the Asteros Contact system at MegaFon-Center. As a result of the project, the company’s contact center will increase the number of calls processed and improve the quality of customer service.
MegaFon has made improving client loyalty one of its strategic targets. This operator views the contact center as one of the most important tools for interacting with its clients. Today, a corporate contact center modernization program is already being implemented at the company. MegaFon took the decision to implement the Asteros Contact system (consultant’s universal workspace for contact center) in order to personalize its work with clients, improve the quality of services, and at the same time reduce customer-service costs. The pilot project to implement the system at MegaFon-Center started in November 2008.
Asteros and MegaFon-Center specialists worked side-by-side to assess the business processes connected with customer service at the company. They were subsequently able to highlight operations in need of optimization and refinement.
’While servicing clients, the contact-centre operator uses 7 concurrent applications. Consultant authorization within each system, switching between systems, duplication of client information across all applications and rescanning of such data – all increased customer-service time‘, Dmitriy Kudrin, Deputy IT-Director responsible for the exploitation & development of office systems at MegaFon - Central region.
The implementation of the Asteros Contact solution allows the integration of all business applications into one single system. This means that once the consultant has logged into the Asteros Contact system, all of the other applications are automatically at his or her disposal.
Asteros Contact allows the automatic transfer of information about a given subscriber across all integrated applications. This means it is no longer necessary for the consultant to input data into each separate application; customer service time is reduced as is the incidence of errors.
The Asteros Contact solution provides the consultant with constant information support while he or she is fielding calls. Information on the subscriber who is calling is available to the consultant. With the help Asteros Contact the contact-centre consultant can carry out a rapid search of data-portal information and frequently used background materials are available via shortcut links. When referring a customer to another contact center consultant information on their inquiry is stored.
’Our contact centre is one of the largest subdivisions of our company and it handles a significant workload: we serve over 3 million subscribers across 8 districts of the Central Region of Russia. At our company we take the concept of client loyalty very seriously and this is priority number one for our customer service team. By introducing the Asteros Contact solution we are expecting to further improve our customer service and at the same time win our clients’ loyalty. In the near future we plan to achieve an immediate improvement across all parameters: channel availiability, average call-processing time, and average call-waiting time. I’m sure that MegaFon-Center clients will also notice and appreciate the positive changes made to our customer services‘, Svetlana Grechukhina, Deputy Commercial Director for customer services at MegaFon - Central Region.