OREANDA-NEWS. November 10, 2008. The company’s branches in Tyumen and Krasnodar have introduced a new component of customer service: 24-hour car owner hotlines based on the AVAYA system, reported the press-centre of ROSNO.

The main advantage of AVAYA is that it enables counting the quantity of incoming and lost calls, as well as the percentage of serviced calls. These indicators make it possible to improve the operators’ performance.

In case of an insured event, the holders of ROSNO’s automobile insurance policies can apply to the company for help in any time of day. The operators of the multichannel call centre are always at their workplaces, and, if necessary, they can call an average commissioner, evacuator, ambulance and road police to the place of traffic accident. Besides, the client will receive full information about the procedures to be taken after the traffic accident and during the settlement of losses with the insurance company.

During the first month of 24-hour work under the AVAYA system, operators of the Tyumen hotline took over 500 calls, and the Krasnodar operators took over 400 ones.

The 24-hour automobile hotlines based on the AVAYA system also operate in Moscow, St. Petersburg, Nizhny Novgorod, Yekaterinburg, Novosibirsk, and Saratov.