Why with NDFLka.ru you will love the queue

When confronted with tax returns, a person who is not knowledgeable in paperwork often needs the help of a specialist. And when he, lost and hungry for a tax deduction, calls, it is important not to lose him - and give him the answers immediately. For this, 24/7 are ready to work in the NDFLka.ru service. But with the organization of telephony during business hours, the company came up with a couple of useful tricks. Read about them under the cut.

Information about the company:

NDFLka.ru is an online service that helps you fill out and submit a 3-NDFL tax return to receive a tax deduction. At the first stage of the appeal, the client communicates with the operator-consultant of the call center of the company. Then each client is served by a personal tax consultant, who can already be directly instructed to fill out a declaration.

Phone does not show off

When a client does not understand something, but it’s necessary to understand this incomprehensible, he has a thousand questions. Primary tax advice can take 20-30 minutes. Free for the client, but incoming calls for the company are not always successfully converted into a purchase. That is why NDFLka.ru at the start refused boxed callback services, the minute of which cost $ 2 (the project started in 2014). An additional difficulty was that the demand for advice was out of control. At first, NDFLka.ru service had to “hide” the call center telephone - during the season when consultants are permanently busy.
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They decided to manage high demand not due to an increase in the staff of tax consultants, but due to competent management of calls. NDFLka.ru did it on Voximplant.

I will follow you

High speed of communication with the client is what allows not to miss it. Therefore, NDFLka.ru decided to make the call center distributed both geographically and technically. The call center operators of the company are dispersed throughout Russia and can respond to calls from 9:00 to 22:00 local time.

Through call center NDFLka.ru pass and incoming and outgoing calls, working on the principle of callback. In real-time mode, a queue of operator-consultants is formed in CRM, and the outgoing (reverse) call is made as the operator becomes available. If there are too many incoming calls, the service connects to the general queue not only the call center consulting operators, but also the tax consultants (who usually fill in the declaration) to minimize losses.

The platform allows you to very finely "customize" the queue of customers. For example, if the conditional Vadim has already ordered the service and paid for it, it is connected directly with his personal consultant Alexandra. If Alexander at this time advises another client, then Vadim is switched to another consultant so that he, by chance, will not change his mind. If the conditional Pavel was already a client, but he didn’t call the service for a long time, he becomes the first in line. Tracking all these moments helps the client's history and the flexible platform Voximplant.

Voximplant allows you to take into account the loading of individual employees of the call center on the principle: "who works, he rests." The operator, who made more outgoing calls, receives fewer incoming calls. If he has just finished a conversation with a client, then he is the last to enter the queue for incoming calls. All this is implemented in a few lines of code.

require(Modules.ACD);
var clientCall;
var operatorCall;
VoxEngine.addEventListener(AppEvents.CallAlerting, function (e) {
clientCall = e.call;
// ,
Net.httpRequest("http://example.com/getManager/?phone=" + clientCall.displayName(), function (e) {
//
operatorCall = VoxEngine.callUser(e.text);
operatorCall.addEventListener(CallEvents.Connected, function (e) {
VoxEngine.sendMediaBetween(operatorCall, clientCall);
}
// - .
operatorCall.addEventListener(CallEvents.Failed, function (e) {
// , .
var request = VoxEngine.enqueueACDRequest("operatorQueue", e.call.callerid());
request.addEventListener(ACDEvents.OperatorReached, function (e) {
VoxEngine.sendMediaBetween(e.operatorCall, clientCall);
e.operatorCall.addEventListener(CallEvents.Disconnected, VoxEngine.terminate);
});
});
});
});

view raw incoming.js hosted with ❤ by GitHub

Director's version of telephony

NDFLka.ru appreciated the flexibility of the Voximplant platform, which is able to offer something that box products cannot. Building the logic of an extremely individual solution and integration with the CRM service took only a week.

The process is controlled via HTTP API. When a customer clicks the “Call Me” button on the website, the backend of NDFLka.ru transmits information about him to the Voximplant cloud. So all incoming calls for consultation are in the queue in the CRM.

When an operator is released, Voximplant first dials to him, and then to the client. As soon as the operator picks up the phone, the platform sends an HTTP request to the backend or CRM to show a customer card or create a new one. If the operator uses the web version of CRM, then this information can be directly transferred to the Web SDK.

var customData = JSON.parse(VoxEngine.customData());
var request = VoxEngine.enqueueACDRequest(customData.queue_name, customData.clientPhone);
request.addEventListener(ACDEvents.OperatorReached, function (e) {
var clientCall = VoxEngine.callPSTN(customData.clientPhone);
crmShowCard(customData);
VoxEngine.sendMediaBetween(e.operatorCall, call);
});
function crmShowCard(data) {
// - http CRM-,
}

view raw callback.js hosted with ❤ by GitHub

Zero Mortality

Thanks to the distributed call center, NDFLka.ru today has practically no lost and dead calls, even during the season. “Standing in line” the client does not have long. In the daytime - half an hour after clicking on the site. Daily NDFLka.ru makes about 1000 calls.

Having built their “own” callback service, the company gained full control over calls in routine and client history. And all this cost 100 times cheaper than boxed counterparts (two dollars against two cents).

Extreme no

The NDFLka.ru service solution is the right turn. And not because it will not hear the cutting ear “Who is the extreme?”, But because it correctly combines the call back and CRM. Voximplant communications, which are controlled by the full-fledged programming language JavaScript, have made this business task possible in practice, as many others do every day.

What's next

The company NDFLka.ru continue to optimize communication. Now they are developing a robot-hitter for situations when a call comes from a regular customer, and his consultant is out of access. The robot recognizes the call and informs it that the consultant is temporarily unavailable and will call back at such and such time. When a consultant enters the system, a queue is formed for calling customers who have not phoned him before. If the client, while communicating with the robot, informed about his desire to communicate with another consultant, Voximplant connects the caller with the duty tax consultant.

This flexible approach allows the company to create the conditions for a real individual tax service - in a convenient mode for customers and with the control of all communications.

Picture to Kata taken from the site eurogamer.se .

Source: https://habr.com/ru/post/336526/

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	require(Modules.ACD);

	var clientCall;
	var operatorCall;

	VoxEngine.addEventListener(AppEvents.CallAlerting, function (e) {
	clientCall = e.call;
	// ,
	Net.httpRequest("http://example.com/getManager/?phone=" + clientCall.displayName(), function (e) {
	//
	operatorCall = VoxEngine.callUser(e.text);
	operatorCall.addEventListener(CallEvents.Connected, function (e) {
	VoxEngine.sendMediaBetween(operatorCall, clientCall);
	}
	// - .
	operatorCall.addEventListener(CallEvents.Failed, function (e) {
	// , .
	var request = VoxEngine.enqueueACDRequest("operatorQueue", e.call.callerid());
	request.addEventListener(ACDEvents.OperatorReached, function (e) {
	VoxEngine.sendMediaBetween(e.operatorCall, clientCall);
	e.operatorCall.addEventListener(CallEvents.Disconnected, VoxEngine.terminate);
	});
	});
	});
	});

	var customData = JSON.parse(VoxEngine.customData());

	var request = VoxEngine.enqueueACDRequest(customData.queue_name, customData.clientPhone);
	request.addEventListener(ACDEvents.OperatorReached, function (e) {
	var clientCall = VoxEngine.callPSTN(customData.clientPhone);
	crmShowCard(customData);
	VoxEngine.sendMediaBetween(e.operatorCall, call);
	});

	function crmShowCard(data) {
	// - http CRM-,
	}