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IDGC of Centre extends the work of the Contact Center

13 July 2012

IDGC of Centre has implemented the project “Contact Center Operator at home” to ensure immediate mass provision of information to customers during disturbances.

During emergencies, when the number of incoming calls on the Single Direct Power Hot Line at 8-800-5050-115 increases several times, it is especially important to provide timely information to consumers about the real situation, the measures taken to restore the electricity supply and its timing. To do this, the Contact center began to successfully apply the advanced VPN technology (Virtual Private Network), which brought together home personal computers (PCs) of operators and IP PBX of the Contact Center.

At the time of unplanned outages any operator of the Contact Center, who has Internet access on his or her home computer, around the clock can receive incoming phone calls of citizens, inform them about the elimination of outages, forward information about the absence of power supply and emergency situations from customers to DEN operators. All you need to work — is the availability of the Internet, PC and a headset.

The new technology was successfully tested in the Tver, Yaroslavl, Tambov, Lipetsk and Voronezh regions already in May this year during power supply disturbances that resulted after the passage of the hurricane through these territories. In the early hours of the disaster on May 12 thanks to “in-home operators” the Contact Center was able to increase the reception of incoming calls almost three times. The line also had operators that were at home in relation to their day off and work on a different shift.

“The project implementation ‘Contact Center Operator at home’- part of the client-oriented strategy, — says Head of customer relationship management Office of IDGC of Centre Olga Lezhneva. — We strive to ensure maximum information transparency, especially during unplanned outages, when fast processing of a call and provision of accurate information becomes extremely necessary. Real-time interaction with population allows us to remove social tensions that often arise during emergencies”.

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