CALLTRAFFIC. in Tashkent

CALLTRAFFIC — ONE OF THE LARGEST CONTACT CENTERS IN THE CIS

CallTraffic is a high-tech outsourcing contact center, part of the investment and technology holding Original Group. It was founded in 2008 as an InHouse project and over 15 years has transformed into an independent customer service operator working with companies from more than 60 industries: telecom, finance, retail, e-commerce and others.

Today, CallTraffic is a multi-site network. The total number of employees exceeds several thousand people. According to iKS Consulting, CallTraffic is in the TOP-5 largest outsourcing contact centers in the CIS.

SERVICES AND SOLUTIONS

CallTraffic offers a full range of BPO services and contact center solutions:

• Processing incoming requests: customer support by phone and online, hotlines, order acceptance, reference service;
• Outbound campaigns: active sales, telemarketing, customer return, mailings;
• Research and surveys: marketing and sociological research, mystery shopper, focus groups;
• Virtual office: automated secretary, support for marketing campaigns, integration with CRM;
• Insourcing and hybrid models: support for internal customer contact centers, development of IT solutions for the project.

TECHNOLOGIES AND INTEGRATIONS

All projects are implemented based on the proprietary omnichannel platform EzCom, developed by Original Group. It combines telephony, instant messengers, email, chats and social networks into a single communication space.

PLATFORM CAPABILITIES

• Intelligent IVR and request routing;
• Integration with CRM and WFM systems of customers;
• Automatic quality control systems;
• Use of neural network analytics and Big Data to improve the efficiency of interaction;
• Centralized routing based on operator skills.

METHODS AND TRAINING

CallTraffic has developed its own methodologies:

• «Live scripts» — communication scenarios adapted to emotional intelligence;
• CallTraffic Academy — an internal training center that regularly improves the skills of employees;
• Proprietary speech technologies — to increase engagement and the quality of dialogue.

ACHIEVEMENTS AND RECOGNITION

• «Crystal Headset» Award: winner and laureate in 2019, 2020, 2021 and finalist in 2025.
• TOP employers according to hh.ru (2024)
• CallTraffic is certified according to ISO standards, has FSTEC licenses and other permits confirming compliance with information security and service quality requirements.