Top contact centers by E-consulting: transforming customer service in Ukraine.

The best contact centers were mentioned in an interview by the president of VACCI, Iryna Velychko, on HighTech.Expert.

Among the company's achievements are orders from the National Bank of Ukraine, the Kharkiv City Council, and municipal services in Kyiv. Over the past 15 years, E-consulting has completed 72 contracts for the establishment of contact centers, including 65 in Ukraine and 7 abroad.

According to VACCI, the mobile operator "Kyivstar" has the largest corporate contact center. Its launch was complicated by the Russian invasion. However, through joint efforts, it was possible to fully implement a new convenient service for customers.

Currently, the contact center of "Oschadbank" allows for managing calls and queues in 1,150 branches, handling up to 1.5 million inquiries per month, and facilitating customer registration through various communication channels, significantly improving service quality.

"The global contact center market is valued at $36 billion and is expected to grow at an average rate of 15% per year. This indicates the importance of customer service. In Ukraine, due to the war, demand for contact center services has declined and is recovering very slowly, but foreign companies will not consider our problems. Domestic clients will quickly exchange their 'native' brand for a convenient foreign service. Therefore, the fight for the consumer must start today to avoid losing competition tomorrow," insists Andriy Bezhubenko, president of E-consulting.

Note:

The contact centers of E-consulting are based on the XRM®️ Contact Center software complex, developed in-house. This unique solution provides automation for operator work, integration with external systems, schedule management, and support for modern digital communication channels such as messengers, video calls, and calls through websites. Link to the company’s website: https://crm.ua/

The XRM system includes an IVR (Interactive Voice Response) designer. This allows the administrator to create an unlimited number of greetings, dialogues, interactive branches for switching to different services, and surveys. These configurations can be launched for processing both incoming and outgoing calls.

The script can integrate actions performed in external systems: blocking cards, changing limits, deducting points, paying for services, or scheduling appointments.

The integrated operator schedule management system calculates work shifts to cover forecasted loads while considering available resources. A convenient mobile application for contact center employees allows them to plan their work, including swapping shifts with colleagues.