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Call center for tourists

Tourists are inquisitive creatures who, as any guide will tell you, usually ask lots of questions. Now the answer to almost any of these questions can be obtained via a simple phone call to the first information call center inMoscow(and inRussia). 

The project was launched this summer by the Moscow Government’s Committee for Tourism and the Hotel Business in conjunction with Telecom Express, one ofRussia’s largest outsourcing contact centers. The call center operates 24 hours a day, 7 days a week, so you can obtain the information you need at any time. There are not very many operators — just over ten (half of them can speak English), but their number will grow as soon as the new service gains popularity. Тhe tendency is clear: initially it was receiving only 10 to 20 calls a day, but is now handling almost100 aday.

The number of tourists calling the center is split almost half and half between Russians and foreigners. “At the moment we offer only two languages — Russian and English, but we are certainly prepared to work in other languages if the need arises,” says Anastasia Shapovalova, Head of the Telecom Express department for the development of corporate business. It is important that there are two independent telephone numbers — one for Russian-speaking tourists, the other for foreigners, as this saves time both for the tourists and for the center’s staff.

The center provides the whole range of information services necessary for a full-value holiday: information about places of interest in the capital, important tourist sites, transport routes, addresses and telephone numbers. In addition, in an emergency the operators will immediately put tourists in touch with the police, the fire or ambulance service — in general, will not leave them to cope with a problem on their own.

The call center’s staff are mostly people with experience of working as guides or interpreters in tour companies. It goes without saying, however, that they do not answer tourists’ questions based solely on their own experience. The call center has an extensive database that is regularly updated on the basis of the enquiries received. “Our center also works with the Association of Guides & Interpreters, which provides up-to-date information for tourists inMoscow,” says Marketing Director Yekaterina Ivaneyeva. In other words, when you phone theMoscowtourist call center, you can be sure that the information you receive is accurate and verified.

An interesting feature is that the new call center is equipped with a unique voice recognition system for handling calls. During the conversation the system analyzes the tourist’s voice (its timbre, intonation and other indicators) and, at the same time, monitors the operators’ behavior: how friendly, polite and sympathetic they are. As a result, the system, Telecom Express assured us, makes it possible to determine automatically the client’s satisfaction with the conversation and, naturally, improves the quality of the staff’s work.

The Genesys intellectual call routing system used in the center enables calls to be distributed in such a way that the waiting time does not exceed 10 seconds, and calls can be received even when no operator is free. Even if all the “permanent” operators are busy, the conversation is transferred to another member of staff. So you can always be sure that your call will not be missed or discarded.

Telephone numbers of the Moscow tourist call center