Moscow projects win Chrystal Headset, international contest

April 8

Coronavirus Hotline has won the 17th annual international professional contest Chrystal Headset. The project was nominated as the Best Anticrisis Technology Application, Partnership.

The Coronavirus Hotline was launched in the spring of 2020 for Moscow residents in self-isolation within only 12 hours. The hotline staff processed more than 29 thousand calls from residents within the first week of operation alone. Initially, it employed 50 people, but the number went up to 400 per shift. Along with staff members, the hotline brought in health and social workers and volunteers.

The call center accepted requests for registration and home delivery of sick leave, food, and medicines, helped get medical care, answered questions about self-isolation rules, and offered psychological support. Operators transferred more than a thousand service requests to social workers daily. Social workers delivered discount prescription drugs to the residents of Moscow and the Moscow Region.

Moscow Social Centers proposed to set up the Request QA department operating as an outbound call. After a social worker has fulfilled a request, the call center operator would contact the customer to check whether the worker complied with safety measures or wore gloves and a mask and how they delivered the ordered goods. Almost 97% of customers were satisfied with the service provided by the hotline and social workers.

The contest jury also rated highly the voice assistant run by the city's contact center nominated as the Best Practice of Outbound Customer Relations. The voice assistant calls customers to remind them of their medical appointment or procedure, or trial. Customers can change and cancel their appointment if needed. Launched in February 2020, this bot has made more than 5.3 million calls.

Opened in 2011, the city contact center processes more than three million requests monthly. Almost 90 percent of requests account for most popular hotlines. They include Moscow City Government point of contact (+7 (495) 777-77-77), Moscow control center (+7 (495) 539-53-53), medical appointment booking service (+7 (495) 539-30-00), Moscow Transport contact center (+7 (495) 539-54-54), the technical support service of the Portal of Government Services (+7 (495) 539-55-55) and the hotline for water consumption individual meters (+7 (495) 539-25-25). The city contact center won the contest with 310 nominees last year.

The contest awarded chatbot at nominated as the Best Customer Experience for Automated Robotic Communication. Launched in December 2019, this bot processed 800 thousand requests (47 percent of the total number) last year.

The bot will help to find a service on the portal, adjust personal accounts, make a medical appointment, obtain coronavirus test results, and much more. It searches a special data base with 7.7 million entries. If no answer, it will refer the customer to the support service and offer several options. The operator will send the best option to the customer in one click. The bot would remember the option and enter it into the data base.

This year, the Chrystal Headset contest involved 330 nominees of 100 contact centers from Russia, Belarus, Kazakhstan, Uzbekistan, and Ukraine.


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