{"id":6392,"date":"2016-06-24T03:49:00","date_gmt":"2016-06-24T03:49:00","guid":{"rendered":"https:\/\/investors.kcell.kz\/?p=6392"},"modified":"2023-12-19T03:50:22","modified_gmt":"2023-12-19T03:50:22","slug":"kcell-shared-best-practices-of-clients-servicing-on-profit-call-center-day","status":"publish","type":"post","link":"https:\/\/investors.kcell.kz\/?p=6392","title":{"rendered":"Kcell shared best practices of clients servicing on Profit Call Center Day"},"content":{"rendered":"\n

The 1st<\/sup> Kazakhstan Conference PROFIT Call Center Day, which is being held in Almaty on 24 June, has gathered together the owners, managers, heads of companies and organizations for which the Call Center is one of the main channels of communication with clients. Participants of the event discuss issues on how to lead the interaction with clients to a new level and how to implement the Call Center innovations. Kcell mobile operator shared its best practices in clients servicing with the participants of the Conference.<\/p>\n\n\n\n

During their speech at the Conference the representatives of the largest Kazakhstan mobile operator focused on reformatting the Call Center from the standard channel of clients servicing to the effective sales channel keeping the high level of service. Kcell experts believe that the complex approach containing compliance with the clear industry standards, deep analysis with application of HiTech innovations and specialized IT-solutions is able to convert the operative costs of the Call Centers (hiring and training of the staff, reaching the goals) into the fairly stable income.<\/p>\n\n\n\n

One of such solutions is \u00absmart\u00bb IVR. This is a navigator-robot, which works on the artificial intellect. Some several years ago the voice authentication and speech recognition in search of key words were sounding like a distant future. Today Kcell Company launches these solutions, and the first robots named Zhanna and Kamilla shall pretty soon \u00abspeak\u00bb to the company clients presenting them the information about products and services. Such robot is able to construct a simple dialogue within its knowledge limits, recognize and synthesize the human speech processing typical requests which require standard answers in most of the cases of client\u2019s applications. This shall allow to unload the Call Center due to its full or partial automation and lead the human resources to solving the problem cases and direct sales of products and services of the company.<\/p>\n\n\n\n

Also, in the frames of the Conference Kcell employees shared their successful experience in clients servicing in social networks, where the company provides the service maintenance since 2011, improving the key indicators year after year. In April this year Kcell has been awarded the best prize in the nomination \u00abThe best practice of clients servicing in social networks\u00bb on the \u00abChrystal headset\u00bb* contest.<\/p>\n\n\n\n

Company specialists note that while using the social networks as one of the key Call Center channels it is important to build the relations with the client and at the same time retain it via the digital (advertisement, posts) and personal live communication. In Kcell the work of the Call Center in the social networks directed to supporting the \u00abInternet mood\u00bb of the clients has been included into the general strategy of the client experience management. Active usage of the social networks allows the company to change its model of clients interaction making it more personalized.<\/p>\n\n\n\n

* Chrystal headset\u00ae \u2013 is a program of nominating the best practices in the client servicing sector of the Call Center Guru professional community, contact centers industry and distant client servicing, which exists since 2005 and unites more than 9,000 business leaders and specialists from more than 1,000 contact centers from Russia, Ukraine, Kazakhstan and other countries in the region. In November 2015 \u00abKcell\u00bb became the first mobile operator in Kazakhstan which received the status of the international standard service contact-center after going through the independent professional certification of the client servicing business processes and personnel audit in the International Institute of Contact Centers Certification.<\/p>\n","protected":false},"excerpt":{"rendered":"

The 1st Kazakhstan Conference PROFIT Call Center Day, which is being held in Almaty on 24 June, has gathered together the owners, managers, heads of companies and organizations for which the Call Center is one of the main channels of communication with clients. Participants of the event discuss issues on how to lead the interaction with …<\/p>\n

Kcell shared best practices of clients servicing on Profit Call Center Day<\/span> Read More »<\/a><\/p>\n","protected":false},"author":5,"featured_media":2451,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"","footnotes":""},"categories":[589],"tags":[],"_links":{"self":[{"href":"https:\/\/investors.kcell.kz\/index.php?rest_route=\/wp\/v2\/posts\/6392"}],"collection":[{"href":"https:\/\/investors.kcell.kz\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/investors.kcell.kz\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/investors.kcell.kz\/index.php?rest_route=\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/investors.kcell.kz\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=6392"}],"version-history":[{"count":1,"href":"https:\/\/investors.kcell.kz\/index.php?rest_route=\/wp\/v2\/posts\/6392\/revisions"}],"predecessor-version":[{"id":6393,"href":"https:\/\/investors.kcell.kz\/index.php?rest_route=\/wp\/v2\/posts\/6392\/revisions\/6393"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/investors.kcell.kz\/index.php?rest_route=\/wp\/v2\/media\/2451"}],"wp:attachment":[{"href":"https:\/\/investors.kcell.kz\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=6392"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/investors.kcell.kz\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=6392"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/investors.kcell.kz\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=6392"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}