A customer interview. DialogMarket Call Centre

We bring to your attention another genuine review from one of our early clients - DialogMarket call centre.

Shifton: G'day! Please tell us about the specifics of your company.

Alyona: G'day! My name is Alyona Peshekhonova, and I am the head of the outsourcing call centre DialogMarket, based in Kropyvnytskyi, Ukraine. Our call centre focuses on providing hotline and customer support services. A distinctive feature of DialogMarket is our ability to quickly launch start-ups 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 oversee 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 planned schedules, especially as the project size increases.

Shifton: What are the most common challenges you encounter in running a call centre?

Alyona: When managing a project with 40-50 people, we faced 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 drops 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 leave and holidays.

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

Alyona: I always aim to create a clear 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 centre 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 centres?

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