Electronic Queue and Quality Audio Recording for DTEK
QSolutions LLC is the technology partner for DTEK’s queue management system across customer service centers of four power distribution companies in the group. Beyond the classic electronic queue, the solution includes an integrated audio-recording system with a full quality-control workflow.
Unified system for the energy group
DTEK is the largest private energy company in Ukraine. Its distribution subsidiaries serve millions of residential and commercial electricity consumers through a network of customer service centers across multiple regions of the country.
QSolutions provides a unified technology standard for customer service across four power distribution subsidiaries of the group: DTEK Kyiv Grids, DTEK Kyiv Regional Grids, DTEK Dnipro Grids, and DTEK Odesa Grids. The system covers the full interaction cycle — from online pre-registration to quality control of operator-customer conversations.
Unified Service Standard
A consistent customer experience — from registration to ticket call — at any service center across the four group subsidiaries.
All Registration Channels
Web pre-registration form, in-center self-service touchscreen terminal, and operator-led registration in offices without terminals.
Corporate Branding
Terminals and display panels customized to DTEK’s corporate color palette and typography.
CRM Integration
Two-way data exchange with customer-side accounting systems, data export to CSV and Excel.
What the solution includes for each service center
Self-Service Touch Terminal
Self-service queue registration with topic selection and automatic assignment of the next available slot.
Online Web Registration
Responsive pre-registration form on the distribution company website with slot reservation for a specific date and time.
Operator Workstation
Customer call, postpone, transfer, cancel, on-the-spot registration — all in a single operator interface.
Queue Display Panel
Large-format display with waiting numbers, active calls, estimated wait time, and rotating media content.
Admin Panel and Reporting
Manage center schedules, request topics, registration limits, and generate reports by operator, time, or topic.
Centralized Server
Single database of all registrations from web and terminals, media content management, integration tools.
Service Audio Recording and Conversation Quality Control
Every conversation between an operator and a customer is automatically recorded via the webcam microphone at the workstation. A quality-control inspector listens to recordings, scores them against an observation scorecard (QA scorecard), and assigns training programs. This is a service-quality management tool across the entire service-center network.
Automatic Recording
Starts when the operator clicks “Start service” and stops on “End service.” The audio file is linked to the customer queue record.
Queue System Integration
Recording auto-starts with each customer call. Both terminal-equipped and terminal-free service centers are covered.
Filtering and Search
Filter recordings by service center, operator, topic, date, duration, phone number, or quality-control score.
Observation Scorecard
Inspector scores the conversation against a configurable questionnaire — adjustable rating scale, question weights, and linked training programs.
Roles: Inspector, Manager, Operator
Inspector scores, manager reviews in read-only mode, operator sees their own conversations and scores.
Score Appeals
Operator may submit an appeal with a comment; the inspector resolves it within a configurable workflow.
Inside DTEK customer service centers
Planning a queue management deployment for an office network?
QSolutions designs and delivers queue management solutions with quality control — from a single service center to a nationwide network.