Public

A Solution for Multi-Functional and Call Centers

Noda actively pushes cooperation with public sector clients, an area that in recent times has featured growing interest in creating call centers. Practice shows that those centers facilitate stable growth in the number of contacts received regarding electronic services. For example, in the year since the Tyumen Call Center opened its doors, the number of contacts it processes has grown nearly ten times to 2,500 per day. That has laid the groundwork for bringing in new federal funds aimed at financing IT projects, given that the Information-Oriented Society program channels money to regions already taking steps toward boosting qualitative indicators demonstrating demand for electronic state services.

Noda Contact Center offers tools fully capable of handling typical requirements for the creation and setup of regional call centers:

• Accepting and processing incoming contacts using an integrated multi-channel number
• Round-the-clock availability of information on federal and municipal services
• Ability to request an operator call back
• Rerouting calls to other centers
• Stable information system for emergencies
• Service level that keeps wait times below 40 seconds
• Comprehensive monitoring for service quality -
  • Automatic call evaluation for compliance with set norms
  • IVR-based post-evaluation
  • Review of call recordings
• IVR-based self-service and automatic provision of information

NODA is used by tens of multi-functional centers, in addition to federal and regional ministries and other agencies: the Orenburg Administration; the multi-functional centers for Irkutsk, Kirov, Ufa, and Rostov-on-Don; the multi-functional centers for Ivanov, Ulyanovsk, and Tyumen oblasts; the Federal Migration Service; the Moscow Department of Education; and other organizations. In 2014 the Tyumen Oblast Call Center, which is built on the NODA platform, won a Crystal Headset as the best public service call center belonging to a federal agency in the housing and communal services sector.

The Tyumen Oblast Call Center plays a significant role in the popularization of distance service for regional populations. Call center specialists use a single number to set up doctor appointments for more than 50 medical facilities. Since it began, the call center has set up over 25,000 appointments, while more than 75,000 people have obtained information on specialist hours. As well, the E-Education program has consulted 38,000 people on how to enroll in educational institutions. If for some reason a caller dialing the general number for the Tyumen Oblast Call Center does not get an answer, the system automatically calls them back, assigning the call to a free operator.