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About the Corporation
General information Strategy The Structure Of Society Normative-legal acts Reporting Public procurement Contact center 111
Corporate governance
Bodies of the Society Corporate documents Corporate Events The risk management system and internal control
Public services
Public services for persons with special needs Instructions for Immigrants
Career
Jobs Testing
News
News
Contacts
Contact information Addresses Addresses of PSCs and special centers Schedule of reception of citizens
Қаз Рус
About the Corporation
General information Strategy The Structure Of Society Normative-legal acts Reporting Public procurement Contact center 111
Corporate governance
Bodies of the Society Corporate documents Corporate Events The risk management system and internal control
Public services
Public services for persons with special needs Instructions for Immigrants
Career
Jobs Testing
News
News
Contacts
Contact information Addresses Addresses of PSCs and special centers Schedule of reception of citizens

1414

Single contact center
(The call is free)

Unified contact center 1414 began to work faster

From April 1, 2021, National Information Technologies JSC transferred the Unified Contact Center 1414 to the Government for Citizens State Corporation. Since the transfer, the State Corporation has taken a number of measures to improve the quality of call center service.

To reduce the workload on employees, additional ECC offices were opened in Petropavlovsk, Kokshetau, Kyzylorda and Kostanay. Online monitoring of operator actions has appeared, and the work of the voice robot has been resumed. Additional operator training was provided.

In the period from April to June 2021, positive dynamics were noted in improving the quality of work of the ECC. To increase the throughput of the call center, a transition was made to an omnichannel platform, which allows you to receive not only calls from clients, but also audio and video messages. The percentage of customer calls increased from 69 to 92%, and the wait time for an operator response decreased from 5 minutes to 48 seconds.

In recent weeks, public service centers have returned to accepting citizens with advance reservations. Therefore, the load on the call center has increased; now the wait time for operators to respond is up to two minutes.

“When we were given the Unified Contact Center 1414, there were several issues that required prompt solutions. In three months, we managed to change the situation for the better and we will continue to improve the quality of our call center. By the end of the year, we plan to increase the dial-up percentage to 95%, and reduce the waiting time for an answer to 30 seconds,” said Adil Kozhikhov, Chairman of the Board of the Government for Citizens State Corporation.

Every month, the contact center on issues of obtaining government services through public service centers and the electronic portal eGov.kz receives 1.5 million calls. Contact center employees also receive and process text messages from instant messengers and social networks. In total, about 500 operators are involved in the work of the contact center.

From July 1, call center 1414 also accepts calls regarding social and labor issues. Previously, for these questions, it was necessary to contact the short number 1411.