In mid-June, in the Obuv Rossii group of companies, a call center was launched to service the Installment plan project. The Call Center was created in order to establish constant feedback with customers purchasing shoes by installments in Shoe stores of Russia stores.
“Now, buyers from any region of Russia, in which their own stores are represented, can call the call center for free and quickly receive information about installment terms and the amount of debt. In addition, they have the opportunity to communicate directly with their own manager, ”explains Yaroslav Dmitriev, head of the retail lending group at Resource Raising Group, Obuv Rossii GC. If the call arrives on weekends or outside working hours, the buyer can leave a message and ask him a question.
According to Dmitry Karpenko, IT Director of Obuv Rossii GC, the call center operates on the basis of the Oktell software package via an Internet channel. This will allow in the future to significantly expand the capabilities of the call center in terms of the number of telephone lines served. The center acquired a special multichannel federal number in the 8-800 format.
The company plans to develop this project and create a single call center "Shoe of Russia" to handle a variety of requests received by the company and receive feedback from customers. This information is about the company, assortment of stores, ongoing promotions and sales, current vacancies, etc.