Case Study: Rostelecom increases quality management productivity by 20% with ZOOM International

Quality management productivity increased by 20% in one year with ZOOM

Rostelecom, one of Russia’s largest telecommunications operators, needed to improve quality management as call volumes kept rising and its monthly call monitoring targets were not being met. The company was considering hiring more quality monitors, so it looked for a flexible call and screen recording solution from ZOOM International for its contact center.

ZOOM International implemented ZOOM CallREC and ZOOM ScreenREC, integrated with Cisco UCCE, to record and store calls and screens for deeper analysis. After one year, Rostelecom increased QM productivity by 20%, avoided adding headcount, reduced operating costs, and gained the ability to review both agent calls and actions in the computer system.

Rostelecom

Igor Buranov

Head of Distant Services Department