ProductNaumen Contact Center
The international fuel card operator automated 200 workplaces using the Naumen Contact Center solution
The capabilities offered by the Naumen Contact Center platform ensure the highest quality of call processing and attracts new clients. Currently, 98% of fuel cardholders receive an answer to their call in the first 15 seconds, 92% of issues are resolved during the first call.
The project for creating a geographically distributed call center for 200 operators was completed in the Petrol Plus Region, the Russian division of FLEETCOR Technologies, Inc., the world leader in fuel card processing. The capabilities offered by the Naumen Contact Center platform ensure the highest quality of call processing and attracts new clients. Currently, 98% of fuel cardholders receive an answer to their call in the first 15 seconds, 92% of issues are resolved during the first call.
Selecting the solution
The goal of the project was to build a distributed contact center at two sites — in Moscow and Bryansk — with a total capacity of over 200 automated workstations to serve a large number of clients of the Petrol Plus Region, a fuel card operator for cashless payments at gas stations. The client selected the Russian leader in the contact center industry, NAUMEN, as the project contractor and software solution provider.
In the course of the project, a single call queue was implemented based on the Naumen Contact Center solution. With the smart call routing, max queue waiting time never exceeds 15 sec. Calls are diverted among operators considering their skills and availability. Automatic identification of clients is ensured through the integration of the solution with the corporate business system. It records client data and enables routing the calls from the VIP fuel cardholders to their personal managers. Short-
We automated the free hotline for urgent matter calls available 24/7/365. The
fault-tolerantplatform assures that 100+ calls can be concurrently processed, allowing clients to reach specialists of the call center at any time regarding the use of the fuel cards, seeking the nearest gas stations, checking the status of their personal accounts, blocking/unblocking cards. Round-the-clockcall service is especially vital for solving urgent matters that drivers may encounter when driving on highways.
Deliverables and outcomes
One of the priority tasks implemented within the framework of the project is the automation of the outbound dialing function. Today, using this feature, operators perform cold calling to detect potential clients who can then be provided with commercial proposals. Thanks to the implemented algorithms for processing outgoing cold calls, the contact center is able to successfully generate leads and achieve growth in sales of fuel cards to new customers. The cold calls database is automatically retrieved from an external
The system acquires statistical data on the performance of the two sites. Based on the data, the management can generate any kind of reports in various itemizations including a summary report. When the data obtained is reviewed, proper decisions can be taken to improve the performance of the contact center and business of the company as a whole. Calls are recorded in order to control the performance of operators.
The deliverables of this project, as well as hundreds of other NAUMEN projects, demonstrate that the use of the Naumen Contact Center solution opens up new business opportunities, ensuring effective interaction with existing clients and attracting new ones while optimizing costs.
Floor 5, bldg 3, 35B Vorontsovskaya St, Time Center Business Center,
Moscow 109147 (Krestyanskaya Zastava, Proletarskaya metro stations)