"Digital Educational Content" is a catalog that provides free access to the materials of educational online services. Users include students, their parents, and school representatives. Previously, the platform was serviced by another contractor, and in early September, the developer, represented by Innopolis University itself, turned to ICL Services experts for help.
Key Challenges
- Organize a contact center and provide 24/7 technical support to platform users.
Implemented our solution
The project was launched in just 2 weeks. Since deadlines were tight and user support needed to be provided across multiple time zones, remote employees were added to the team. Initially, the customer provided training materials for 5 days. First of all, they were studied by managers and supervisors, and after certification by the customer, they began to train operators on their own.
The project involved 30 specialists - team leader, service delivery manager (service delivery manager), trainer, 2 supervisors and operators.
The team worked completely in the customer's environment 24/7: tickets were recorded in Usedesk, and calls were received through MegaFon's virtual PBXs. The main task of the operators is to help users register on the platform and gain access to the materials of other services. The second and third lines of support were on the side of the customer.
The project has strict service values:
● 80% of appeals should be resolved on the first line;
● 60% of calls must be answered within 30 seconds;
● 80% of written requests must be processed within an hour;
● at the end of the month, there should be less than 10% of missed calls.
Results in numbers
The service was launched in September, in October it received more than 20,000 calls and more than 13 000 letters, and SLA indicators were in the green zone.
At the start of the project, the withdrawal of the operator to the service could take up to two weeks. After the ICL Services team took both training and certification for themselves, this period was halved. At the same time, several groups were trained simultaneously. Candidates for operators received theoretical knowledge, solved situational cases and closed tickets for screen recording: the customer always tracked and monitored training and certification records.
Since the project was actively developing and expanding the functionality, users could have more questions. To quickly solve technical problems, project managers from ICL Services are available to the client around the clock.
Products and technologies
- Юздеск
- Виртуальная АТС
Results
- We selected a team, trained it, and launched the service in two weeks;
- The operators process more than 33,000 user tickets per month.