Today in Astana has been honored a millionth client of the Integrated call-center for public services obtainment issues. Such client became the citizen of Astana city - Mariyam Salikhova.
Mariam works at one the capital’s companies. By her words he called 1414 to receive consultation on real estate. “I had been given an advice immediately. The operator explained me all the nuances and told me where I could obtain the certificate on encumbrances”, - said Mariyam, who became the millionth client of the integrated call-center.
As Assel Moldabekova, managing director of NIT noted during the event, each client of the call-center 1414 receives detailed guidance and information about the terms and conditions of services obtainment, as well as about the required documents to submit. And there is no difference between the way a client obtained a service: through e-government web-portal, PSC or at the state agency. The call is absolutely free and services are available 27/7.
Contact center operators have consulted not only by the standards of public service delivery, but also possess the technical skills, serving such information systems as e-licensing, e-Notary, system inspection, public database of natural and legal persons, the certification center, and many other systems.
On the day on the line contact center enters the srednem6000 calls as requests come via email and the form of "feedback" e-government - up to 150 queries a day.
According to the words of Asel Moldabekova, the percentage of solved queries on the 1st support line is not less than 85%. Waiting for the response of the operator with the voice menu takes 38 seconds in average terms. If there are problematic issues, there is a 2nd support line which involves the experienced consultants from government agencies.
One of the most important criteria for selection of employees to the contact center – stress resistance. On each table there is a mirror, at which a consultant is obliged to look and smile before he picks up the phone.
Mariyam Salikhova was awarded a certificate of the millionth customer of the contact center, as well as a memorable gift.