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A hot line "To Moscow citizens - about 2002 population census" was organized in the frames of Imageland information center. The hot line was prepared and executed by "Hot Lines" call center in full, including:
- creation of inquiry database and frequently asked questions database;
- recruiting, training and controlling the employees;
- creation of a complicated conversation scheme;
- equipment adjustment for receiving a lot of inbound calls with a guarantee against overfreight.
A easy-to-remember phone number was assigned to the hot line.
Up to 35 operators received calls and consulted the callers. The line worked in period from July 22 to October 31, 2002; 9:00 to 21:00 at the first stage and 8:00 to 22:00 afterwards. During night hours Moscow citizens could get the necessary information though an interactive voice responce system.
Total amount of 80740 calls was received by the hot line. The maximum pressure experienced was:
- Hourly - 1075
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Daily - 8085
- Jobs at the hotline was up to 35 (shift work of operators).
During this period the call center had been serving also 11 other projects, so that reserves existed switchable to the census hot line any moment if required.
The experts of Hot Lines call center formed a detailed report on the results of the executed work and a database that were passed to the information center of Moscow department of All-Russian population census.
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