Distributed Processing of Informationn

The next step after organizing one of such centers is the creation of a centralized network of call service offices. In this case all changes made by any of the operators and administrators of one center will immediately become available to the employees of other offices. The changes are coordinated, and the general knowledge base is updated by means of a dedicated Internet-server with specially developed SoftInform software.

Thus, the work of staff from different offices is minimized, and the information added to the database will never be duplicated. In addition, such logic consolidates the information from different offices for further search. As has already been mentioned, the ability to search similar questions-answers ensures faster and higher quality answers. Such a system is, at large, a knowledge management system, which only gets better as knowledge is accumulated. Therefore, unified information from several offices will do much good to the quality of their operation.  In addition, organizing several YurCallCenter offices managed by a coordinating Internet server will help deliver more comprehensive legal advice, for example, on several regions. 

Of no small importance is the fact that with this model a new YCC can be launched without any problems, and the new YCC won't have to build up a knowledge base of its own - the existing one will suffice. Thus, YCC can be established in other cities on franchising terms.

Besides reports, the SoftInform software within the framework of YCC enables real-time monitoring of the state of any office through the Internet: the number of active operators, their load, the number of busy and free lines, etc.

Such a subsystem allows monitoring several offices at once by one qualified person, and selectively monitoring the work of operators.  It is much more profitable from the point of view of management and quality control than keeping an expensive staff member in each office. With this subsystem the lead lawyer, marketing manager or coordinator will always be aware of the real situation in all offices and be able to make correct decisions.