On November 29, Unified Contact Center 1414 celebrated its 10th anniversary. Created on the basis of National Information Technologies JSC in 2011, and in April 2021 it was transferred to the Government for Citizens State Corporation.

Now the ECC offices are located in five cities of the country - Nur-Sultan, Kyzylorda, Kostanay, Kokshetau and Petropavlovsk. They employ 353 operators who advise citizens on obtaining government services.

To improve the quality of work and increase the capacity of the ECC, 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%, the waiting time for an operator response decreased from 5 minutes to 16 seconds. Online monitoring of operators’ actions has appeared, the work of the voice robot has been resumed, and operators have received additional training.

“Over the 10 years of its existence, the ECC has received more than 40 million requests. It was not easy for operators during the pandemic - they were under a huge burden. The ECC has a long history and a very friendly, close-knit team. Some specialists have been working here for 7-8 years, and some “In general, from the day the contact center was founded, such dedication to the common cause cannot but admire,” said Adil Kozhikhov, Chairman of the Board of the State Corporation “Government for Citizens.”

The State Corporation continues to work to improve conditions for ECC operators. So, on July 1, a pilot project on a piecework-bonus wage system was launched. 106 operators from departments of the ECC of Nur-Sultan, Akmola, Kyzylorda, Kostanay and North Kazakhstan regions take part in it.