A CONTACT CENTER WORKFLOW AUTOMATION SYSTEM

The automation system for the governmental contact center at one of the municipalities in the Central Federal District.

The team was tasked with the following: ensuring an equal distribution of workload, reducing operators’ working hours when conducting outgoing surveys, and accumulating statistics on survey results for further analysis.

The introduced Outgoing Surveys software allowed the supervisor of the contact center:

  • to generate a survey paper of nearly any degree of complexity;
  • to load a contact list from third-party systems;
  • to track the progress in conducting surveys;
  • to ensure that the operators’ work is efficient and evenly distributed;
  • to receive summary information about the results of a conducted survey campaign in a user-friendly form, making it possible to conduct further in-depth analysis of results.