15.06.2015, 15:20
Tele2 opens new contact centre in Irkutsk
OREANDA-NEWS. Tele2, an alternative mobile operator, has opened a new contact centre in Irkutsk. The centre will provide service to Tele2 subscribers in Siberia and the Far East.
The company’s contact centres are situated in Rostov-on-Don, Chelyabinsk and now in Irkutsk. A launch of a new contact centre in Saransk will take place in summer 2015. Irkutsk operators are providing services to about 7 mn of Tele2 subscribers and are daily answering up to 20 thou calls to free-toll number 611. By the end of the year the contact centre in Irkutsk will reach its full capacity and render services to all Tele2 subscribers in Siberia and the Far East. They will have a chance to appreciate the company’s services. Tele2 is traditionally showing the highest NPS that indicates subscribers’ readiness to recommend services to friends and closed ones. It totaled 48% as of 2014.
The contact centre in Irkutsk is located in a three-story building counting 2500 sq. m and being equipped by the latest international standards. Over 500 operators will be working here.
Nina Gubbenet, customer service director at Tele2: "Customer service is one of the company’s most important competitive advantages. We are seeking to save our clients’ time that is why a maximum hold time doesn’t exceed 40 seconds. About 99% of the clients’ queries are being solved by the frontline operators for only two minutes. Nevertheless we are not only teaching operators to solve the problems fast. One of the most important elements of our program is an approach called “complain as a gift”. We consider the client’s complain not only as a chance to get rid of the problem but also win back his loyalty. Besides, we teach our operators to empathize to a subscriber. To find a fast and independent solution to the issue we conferred real duties to our employees. We are doing everything possible so that the subscribers’ issues would be solved as fast as possible and a client would recover a peace of his mind”.
Anton Kondratov, regional managing director at Tele2 Irkutsk: “A contact centre is a main segment in the Tele2 customer service system. It is no coincidence that Irkutsk has been selected as a platform for the contact centre. There are many higher education institutions and wide possibilities for recruitment in the city. Besides, a contact centre of CJSC Baykalvestkom successfully operated in Irkutsk and counted over 100 highly experienced employees with remarkable skills and a right attitude to subscribers. They became the first employed operators and a core for the team of the Tele2 new contact centre.”
The company’s contact centres are situated in Rostov-on-Don, Chelyabinsk and now in Irkutsk. A launch of a new contact centre in Saransk will take place in summer 2015. Irkutsk operators are providing services to about 7 mn of Tele2 subscribers and are daily answering up to 20 thou calls to free-toll number 611. By the end of the year the contact centre in Irkutsk will reach its full capacity and render services to all Tele2 subscribers in Siberia and the Far East. They will have a chance to appreciate the company’s services. Tele2 is traditionally showing the highest NPS that indicates subscribers’ readiness to recommend services to friends and closed ones. It totaled 48% as of 2014.
The contact centre in Irkutsk is located in a three-story building counting 2500 sq. m and being equipped by the latest international standards. Over 500 operators will be working here.
Nina Gubbenet, customer service director at Tele2: "Customer service is one of the company’s most important competitive advantages. We are seeking to save our clients’ time that is why a maximum hold time doesn’t exceed 40 seconds. About 99% of the clients’ queries are being solved by the frontline operators for only two minutes. Nevertheless we are not only teaching operators to solve the problems fast. One of the most important elements of our program is an approach called “complain as a gift”. We consider the client’s complain not only as a chance to get rid of the problem but also win back his loyalty. Besides, we teach our operators to empathize to a subscriber. To find a fast and independent solution to the issue we conferred real duties to our employees. We are doing everything possible so that the subscribers’ issues would be solved as fast as possible and a client would recover a peace of his mind”.
Anton Kondratov, regional managing director at Tele2 Irkutsk: “A contact centre is a main segment in the Tele2 customer service system. It is no coincidence that Irkutsk has been selected as a platform for the contact centre. There are many higher education institutions and wide possibilities for recruitment in the city. Besides, a contact centre of CJSC Baykalvestkom successfully operated in Irkutsk and counted over 100 highly experienced employees with remarkable skills and a right attitude to subscribers. They became the first employed operators and a core for the team of the Tele2 new contact centre.”
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