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Volya

OPTIMIZING THE LOAD OF THE CALL CENTER "VOLYA "

TASK


Call center load forecast, for further effective management of work and calls.


REALIZATION


Implementation of Brand Metrics econometric model. Revealing the dependence of incoming calls on the volume and structure of TV broadcasts during the day. Calculation of the delayed calls percentage based on the advertising time of day and day of week. Adjusting parameters to achieve a higher conversion index.


RESULT


• reducing the level of "undercalls" and "downtime"
• growth in final sales, with significantly worse (compared to previous years) external conditions

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