On February 12, the first stage of Crystal Headset Award competition was completed.  Integrated Call Center (1414) (ICC) was included to the finalists` shortlist in the following categories:

• “Paraoperator of the Year”,
• “The Best Program for Enhancement, Modernization and Business Transformation”.

It should be noted that in 2017, Integrated Call Center (1414) processed over 4.3 million requests submitted by eGov.kz portal users.

Today, Integrated Call Center specialists consult on the delivery of over 705 public services. Every day, 14 to 16 thousand calls are registeredby ICC and there are up to 200 clients per one operator. In 2017, works began for ICC modernization in order to decrease the amount of lost calls.

In particular, voice menu automation is under implementation. Thesystem will enable  getting to a whole new level of servicing/self-servicing thanks to implementation of technology for human speech analysis and recognition. To decrease the load on operators, answers to TOP 10 questions are provided by the robot named Kenes. 

Also, shortly, the quality control and speech analytics system will be implemented, which will enable listening to all the calls received and detecting violations related to rudeness demonstrated by operators. Implementation of the system will also allow drawing up topics` catalogue and updating knowledge database. Besides, the tool will allow detecting the requests repeated by users and automating ICC operators` performance quality assessment.

All the processes to modernize ICC are aimed at improving the quality of clients servicing.

It should be reminded that in March 2017,Integrated Call Center became the winner of Crystal Headset Award 2016 in “The Best Call Center in Government Agencies and Utility Sector” nominationbeing highly estimated by the jury. Results of this year competition will be known in March and awarding ceremony will take place in Moscow on March 21st.  

For reference:The Crystal Headset Award is one of the prestigious professional awards in the call center and customer service industry given to the best call centers since 2005. A nomination winner is chosen by the results of several stages and final voting of expert jury members. Annually, over 100 call centers from Russia, Ukraine, Kazakhstan, Belarus, Kyrgyzstan, Tadzhikistan, Armenia, Georgia and other countries participate in the competition founded byCall Center Guru. The professional competition won the position of the most significant and prestigious one in the industry and gained worldwide recognition.