Recently, all of Ukraine sadly celebrated a tragic date - a year since the beginning of a full-scale war. It was an extremely difficult year for the country, but the first days of the invasion were especially difficult. Therefore, we want to share with you several stories from the first days of the war, which clearly demonstrate why Ukrainians are the best, and our country will definitely win.
In the first days of the invasion, many of our compatriots were overcome, if not by panic, then by a sense of great danger. A significant number of cities in the Kyiv region were temporarily occupied by the invader and were completely restricted from receiving information about assistance. Therefore, the hotline of the Kyiv regional state administration began to receive many calls from residents of the Kyiv region with problems and requests. KODA's full-time contact center was not designed for such a load and physically, on its own equipment, could not process such a large number of appeals. Then KODA representatives asked for help from our company, as one of the leading telecommunications operators in Ukraine, to deploy a Virtual (cloud) PBX with a fixed number.
Thanks to the prompt response of the "Datagroup" team, a remote Contact Center for KODA was organized and launched as soon as possible, which immediately began its work. Operators recorded appeals and forwarded them for the fastest resolution.
Virtual PBX from "Datagroup" helped KODA specialists get a number of advantages in their work:
- the ability to use the service anywhere in the world (both in Ukraine and abroad) without being tied to a specific place;
- multi-channel - a unique opportunity to simultaneously receive several calls that come to one number;
- return call - quickly respond to missed calls;
- recording of completed calls – saving the history of calls with the possibility to listen to their recording in the personal account;
- conducting effective analytics of business processes - a built-in CRM system that helps to compile reports and conduct analytics;
- protection of the system from external interference - full control of the Virtual PBX, setting parameters in the personal account.
Thanks to the rapid deployment of the service and the coordinated work of KODA operators, more than 2,000 calls were received and more than 500 requests were recorded on the first day. For example, a pensioner was evacuated, and two mothers in labor received help with childbirth, who gave this world healthy Ukrainians.
With the help of a multi-channel contact center, in the first days of a full-scale invasion, it was possible to receive calls from residents regarding the need for humanitarian aid to the population and opportunities for entrepreneurs, volunteers, and those who care to help!
The virtual PBX from "Datagroup" still helps in the work of the hotline of the Regional Contact Center of the Kyiv Regional Military Administration and continues to receive calls from residents of the Kyiv region.
Stay tuned for the next stories. Together we will win!
