Opening an office in Lipetsk was a logical step in increasing the efficiency

[tanjimajuha20]

A new contact center of the Samolet Group has been opened in Lipetsk based on the unified digital platform Naumen Contact Center and the Naumen Erudite product, which analyze requests, automatically select the most suitable specialist, prompt employees with the information needed to respond and the optimal strategy for interacting with the client. Communications between clients and all structures of the group, including the management company and the Samolet Plus service, are carried out through the unified platform.

The new contact center in Lipetsk estonia whatsapp resource is 160 workplaces in a state-of-the-art designer office in the city center. It will service Samolet projects in all regions of presence on issues of real estate sales, after-sales service, settlement, operation, purchase and support of fintech products. This is the second office of the developer's contact center, which in the coming months will become the main one in the company in terms of the volume of communications with clients. It will process up to 50 thousand requests monthly.

of the contact center, which is currently undergoing a large-scale digital transformation. The developer's investments are aimed at increasing sales, productivity, improving customer experience and reducing costs for promotion and advertising. Thanks to digitalization, this year the cost of a call decreased by 17%, the conversion of requests into transactions increased by 15%, and the productivity of contact center employees increased by 43% compared to 2022 figures.

Over the course of a year, the Samolet Group automated contact center processes and set up predictive routing – this is what they call sorting and redirecting calls to the right manager based on algorithms and artificial intelligence. This allows us to reduce the response time, increase the speed of resolving a client’s issue, and reduce service costs. 26 parameters are used to determine the target route, and 7 to select the most suitable manager. At the same time, the accuracy of automated route selection is already 95%.

Also, to help employees, a single knowledge base "Znaika" was created, where all information about the "Samolet" projects is accumulated in a convenient and structured form. And thanks to the user-friendly interface, the manager can now find any data in 2 clicks.

"We have changed the very role of the contact center in the company. Now it is a single point of remote communications, a driver for improving customer experience and changes in business processes of all departments. We are actively continuing digital transformation, in the near future we will implement speech analytics, automate the reception of meter readings from residents of our projects and other processes of post-sales support. We will test these solutions mainly at our office in Lipetsk," says Andrey Golomysov, director of the single contact center of the Samolet group.