» CRM for a network call centers

Work. E-Commerce

CRM for a network call centers

Date

2019

Industry

E-Commerce

Company size

500+

Project duration

2 years 6 months

Location

Russia, Moscow

About project

A network of call centers operating in 25
countries, a leader in e-commerce for CPA-
networks. Provides a full cycle: from receiving
traffic to delivery of goods to customers.

Corporation

Design system

Metrics

Optimization

Strategy

Task

Automating the system and integrating the courier network into it to provide a full cycle.

Process

Audited the system through surveys among 500+ users and call center operators. 100+ customer interviews were also conducted. Feedback was itemized and put into a roadmap for changes to the product. Creating a training and onboarding system for operators resulted in reducing the time to go from novice status to 7-8 line operator level from 3 weeks to 5 days. Improved interaction with the request form improved processing speed by 17-23%.