National Information Technologies JSC informs that Integrated Call Center 1414 of the Republic of Kazakhstan has turned 7.
Call Center was established on November 29, 2011 on the basis of National information Technologies JSC’s e-Government Call Center.
For 7 years, over 22 million calls were processed. While previously it was only possible to call the Center, now questions can be asked via the 1414.kz website and email.
Also, for citizens’ convenience, there is a voice assistant, Keness, with speech analyzing and recognizing technologies which allowed moving to a leading edge level in servicing the customers and reducing the operators’ workload to 20%.
Currently, the Call Center operators are providing 24x7 consultations on 686 public services. As a comparison, there were only 30 such services in 2011. Most often, citizens ask questions on issuance of passports, ID cards and driver’s licenses; getting abstracts of residential address; getting registered at place of residence, and also on assignment of benefits for the newborn and of childcare allowances. In the Center, 125 operators work who are ready to answer all the users’ and the country citizens’ queries in 24/7 mode.
Every day, there are 16 to 18 thousand calls on 1414, with up to 200 subscribers per day being serviced by one operator. In the peak periods, e.g. when tax reporting is to be submitted, this number reaches 25 thousand calls.
In the course of the years of its operation, Call Center was nominated on repeated occasions for various awards. One of the latest awards was at the international “Crystal Headset” contest in the nomination: “Best Center for Citizen Service in Government Agencies and Housing and Utilities Sector”, with high accolades from the jury in 2017 in Moscow.
Note that consultations on public services are accessible on the 24/7 free number, 1414 from any phone in any place throughout the country and on +7 7172 701 998 (payable if international calls).