The quality management (QM) department did not meet Rostelecom’s monthly call monitoring target. Rostelecom was considering hiring more quality monitors – a recurring expense.
Target To monitor and evaluate the calls according to Rostelecom’s standards while the volume of calls was constantly increasing.
Primary Results After using Elevēo QM Suite for one year, QM productivity increased by 20%. This allowed the company to avoid increasing the headcount while improving quality control. By using ScreenREC, the QM department can not only evaluate agent calls but also agent actions in the computer system.
“We are very satisfied that we managed to increase the productivity of the QM managers by 20%. [Elevēo] helped us…save money on the operations costs and [we could] use [the funds] for the further development of our contact centre.”
Igor Buranov Head of Distant Services Department, MRF Ural, Rostelecom