New Profi Technology LTD - Customer Service Success

Company: New Profi Technology LTD, Tashkent, Uzbekistan
Company Description: Call Center of Artel Service Center, more than 50 qualified operators.
Nomination Category: Customer Service Awards Success Categories
Nomination Sub Category: Customer Service Success - Other Service Industries

Nomination Title: ARTEL Service Center in Customer Service Awards

Artel is a leader in the production of household appliances and electronics in Central Asia. The company started its activity in 2011 with the production of gas stoves. At the moment, the range of Artel products contains everything you need for your home. Artel produces more than twenty types of household appliances, including air conditioners, microwave ovens, mini-ovens, gas, and electric stoves, TVs, refrigerators, mobile phones, built-in appliances, vacuum cleaners, hoods, small household appliances, etc. Artel is a dynamically and steadily developing company that creates innovations in the field of high technologies and actively implements them in the production of electrical engineering.

Briefly describe the nominated organization: its history and past performance (up to 200 words):

We try to show this to you through our products, which are constantly being improved, modernized, becoming more convenient, affordable, high-quality, and functional. We cooperate with world-famous companies such as Samsung and Shivaki. Artel’s production capacity is sufficient to manufacture products of foreign partners in full compliance with their technical requirements and standards. Artel currently manufactures Samsung refrigerators, monitors, TVs, and vacuum cleaners, as well as the Shivaki line of household appliances. A call center is a structural unit of a company that serves incoming and outgoing calls by operators. It operates through software that is created, implemented, and maintained by the company. The main work in the call center is performed by operators, their work includes detailed answers to customer questions about the operation of the product. Moreover, they filter numerous requests, explaining to customers possible causes of product malfunction and directing them to take measures to make the equipment work. Because of that, a company avoids unnecessary expenses and saves its budget. If consulting does not help, and the product is damaged due to improper use and needs service, then our operators immediately fill out an application so that our technicians can fix the equipment for customers.

Outline the organizations customer service achievements since July 1 2019 that you wish to bring to the judges' attention (up to 250 words):

During the work, our operators simultaneously listen, fill in information about the client, and provide them with the necessary information. This increases the useful work efficiency. From the first days, operators need to research and learn all kinds of technics produced by Artel. Consequently, operators learn all of them at the professional level and easily can compete with technicians in terms of knowledge, but they have to show this knowledge via phone. Also, operators have to be prepared psychologically because there are many types of clients and we divide them into 5 types normal, nervous, impatient, bullheaded, and inadequate. Each of them needs a different approach. We also provide all kinds of services for such brands as Shivaki, Avalon, Airfeel, Royal, Akfa, Avtech monitors, Sinbo oil heaters, Refrigerators, Vesta TVs, Electra Aston kettles. Admittedly, we achieved many essential goals since the call center was opened. For example The annual number of calls was 500 thousand in 2019. But regarding 2020 the average annual number of calls doubled to reach 1 million calls, which is an excellent result among call centers consisting of 50 operators. The percentage of NPS stood at 88% in 2019. This index increased to 92% in 2020. Our call center receives more than 3500 calls per day. Each operator receives more than 90 calls daily. The monthly number of calls is about 4000 calls. The average call duration is 3 minutes.

Explain why the customer service achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):

We have a KPI system to monitor operator results. For those operators who have high KPI results, we have KPI awards to encourage our operators and motivate them to work harder by heart. Besides call center has its own rules and discipline and we strictly follow them. Everyone has to come to work on time and wear an office uniform. The KPI system assesses the indicators of the speed of the conversation, the assessment of the client for the conversation with the operator, the number of applications accepted and the information provided, as well as the gratitude of customers for the assistance provided. The KPI of the operator's result is estimated with general indicators. Artel believes that the most valuable contribution to the future is the harmonious development of the younger generation. Practice and methodical training programs have no analogs in the whole Republic of Uzbekistan! Artel Technical School is a school of the future, designed to create generations of formed, competent, tech-savvy young people with great imagination and great intellectual abilities! Our main goal is to make them satisfied with our service. We are committed to a new prosperous future to make our customer's lives happy and comfortable.