MegaFon Boosts Call Center Performance with Nexign KPI Management

After the implementation of the Unified Billing project, MegaFon established a joint call center for all its subsidiaries, which required a more advanced performance tracking solution. It had to optimize efforts of KPI data collection and analysis, improve customer service quality, and address the complex organizational hierarchy and target setting flexibility.

The project leveraged Nexign Microservices Framework. The autonomous microservices and CI/CD methods accelerated the product release without disrupting the telecom operator’s business processes. The new system was securely integrated into MegaFon’s existing IT landscape.

Nexign KPI Management automatically gathers data from various IT systems according to specified metrics and displays it in the employee account. The KPI list can be managed through a reference tool, without IT specialists’ assistance. Additionally, the system addresses the complex hierarchy for target setting.

The Nexign KPI Management user interface includes the personnel training and testing, quality control, and audio monitoring modules. Thus, Nexign KPI Management combines all the aspects boosting a call center performance. The migration to a new KPI management system resulted in higher personnel motivation and better customer service quality.

The call center agents can see their real-time performance indicators, such as the First Call Resolution rate, which makes the incentive system more transparent and motivates them to reach goals. The knowledge testing module helps employees stay productive by ensuring their knowledge is up-to-date.

 

Employee motivation is one of the most important objectives for any manager. Our employee account now includes all key indicators, such as customer satisfaction rates, problem resolution times, and others. This provides a new level of transparency. On the one hand, the call center agents see how their work impacts financial and intangible incentives and strive for better results. On the other hand, the managers are aware of business metrics and can quickly understand whether an employee need help, for example, new training to enhance process or product knowledge. Thus, we have acquired a unified tool for call center agents and managers that will boost MegaFon’s service efficiency on a daily basis.

Igor Doronin

Customer Service and Experience Director, MegaFon