A customer interview. DialogMarket Call Center

We bring to your attention another real review from one of our first clients - DialogMarket call center.

Shifton: Hello! Please tell us about the specifics of your company.

Alyona: Hello! My name is Alyona Peshekhonova, and I am the head of the outsourcing call center DialogMarket, based in Kropyvnytskyi, Ukraine. Our call center focuses on providing hotline and customer support services. A unique feature of DialogMarket is our ability to quickly launch startups and increase the number of operators on shift with just one day's notice.

Shifton: What are your daily responsibilities?

Alyona: My main tasks as a manager include providing instant support to customers and responding to their requests and orders. I also control the number of people on each shift and am responsible for the smart distribution of shifts between operators, depending on peak load periods in each project. Operating 24/7, 365 days a year, requires properly and wisely designed schedules, especially as the project size increases.

Shifton: What are the most common challenges you face in running a call center?

Alyona: When managing a project with 40-50 people, we encountered challenges in creating schedules that suit both our customers and staff. Now, imagine developing an effective weekly or monthly schedule for 300 people! If someone gets sick, leaves, or can only work certain hours or days, it disrupts everything. It's like a house of cards—if one employee falls out, everything has to be rebuilt from scratch!

Shifton: How did you get started with Shifton?

Alyona: We chose Shifton after evaluating dozens of scheduling options. You've made our lives much easier.

Shifton: What features of Shifton do you consider most useful for daily operations?

Alyona: Employees really appreciate the shift-swapping feature, and most importantly, schedules are now compiled in just a few clicks! We also have no issues tracking sick leaves and vacations.

Shifton: How did the workflow in DialogMarket change after starting with Shifton?

Alyona: I always aim to create a comprehensible salary calculation system for employees. Shifton makes this even easier. The Payroll Reports module allows me to maintain transparency in payroll accounting at DialogMarket. Each call center employee can always know how much they've earned in a given month and can plan their expenses in advance.

Shifton: Would you recommend Shifton to other call centers?

Alyona: Definitely yes! This application is equally useful for both large and small outsourcing call centers and other businesses.