Features of the MCN Telecom client At present,

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the network includes three economy-class clinics, the last one opened this year, and the fourth branch is planned for the beginning of next year. Due to rapid growth, the issue of quality control of call center operators' work arose, so in addition to internal assessment, it was decided to introduce receiving feedback from clients. Email distribution, sending questionnaires in messengers and via social networks, as well as printed questionnaires at the administrators’ desks did not bring the desired result - only a few out of thousands of clients participated and it was not possible to collect a representative sample.


Finding a solution To prevent clients from performing twitter database unnecessary actions - opening, reading, filling out, handing in or sending a questionnaire - which could negatively impact their engagement in the feedback collection process, we offered to connect the automated Operator Rating function. The big advantage of this solution is that it is naturally integrated into telephone communication and requires only the press of one button, which is much easier and faster than filling out a questionnaire. We set up the Operator Rating feature as follows: At the end of each dialogue, the client automatically listened to a pre-recorded message asking them to rate the quality of the consultation on a scale of 1 to 5. In order to receive detailed feedback, an alternative was also offered in the form of the ability to record a voice message with a commentary on the work of the call center.


In addition, operators additionally offered to rate satisfaction with the consultation provided before listening to the automated message. Results In just one month, the company managed to collect a number of operator performance assessments that exceeded the requirements for representativeness of the sample not only from the number of telephone calls per month, but also from the entire network of clients - more than 400 clients from a base of 50 thousand people. Thanks to convenient filters by operator numbers, it became possible to track customer satisfaction with the work of individual specialists through the personal account of the Virtual PBX, and detailed voice comments made it possible to identify growth points in the organization of the call center. According to the company representative, the implementation of operator assessment is still rare among competitors, so both clients and employees reacted positively to this initiative.Business growth is usually associated with typical scaling difficulties, including staff shortages.