OREANDA-NEWS. Tele2, an alternative mobile operator, has summed up results of customer service operations over three months after commercial launch in Moscow Region. Over the period, customer satisfaction with Tele2 service reached a level of 94%.

Operators in Saransk daily process tens of thousands calls from 17 Russian regions (Moscow, Centre and Volga macroregions). Queries from Moscow and Moscow Region account for 16% of calls.

Over three months after the Moscow launch, customer satisfaction with the Tele2 service reached a high level of 94%, whereas the number of those dissatisfied with it is at a minimum level of 1.3%.

The operator has also showed a high level of service availability for clients: an average hold time for 85% of subscribers who dialed 611 totals only 20 seconds. IVR system (Interactive Voice Response) provides an effective sort-out of calls received by the call centre. Evaluating subscribers’ habits in the usage of services, IVR is offering information on options that help optimize expenses.

One of the most important directions is customer service on Internet. Moscow Region has accounted for about 70% of queries sent by email between November 2015 and January 2016. Online channels of customer service are gaining popularity among Moscow clients. Over three months, operators of the Tele2 contact centre have processed over 15 thou of queries in Telegram messenger and an online chat at tele2.ru, which account for 55% of all requests forwarded via these channels in all regions of the operator’s presence.

Moscow subscribers of Tele2 are actively using opportunities of the personal cabinet at the company’s website and with the help of a mobile application. Moscow Region has outperformed other Tele2-penetrated regions in terms of a number of its users. The personal cabinet allows subscribers to receive detailed information on the account, change a tariff plan and connect additional options. With the service activated, subscribers may also top up their mobile accounts without commission fee by a credit card, check payment history and receive the latest update on the company’s services and special events.

Dmitriy Grigoryev, commercial officer at Tele2 Moscow macroregion:

“Employees of the company’s customer service stick to simple principles in their work: high-quality service, transparency and availability. A client who dialed 611 may reach an operator of the contact centre directly, by simply pressing a button on the main menu. We are taking into account preferences of our subscribers in a choice of communication channels and offer various opportunities that they find most comfortable to use, whether that be a traditional call to the contact centre, a visit to Tele2 store, an email request or a query forwarded via online channels – a chat and Telegram. Tele2 is doing its best to solve requests of Moscow Regions’ residents as soon as possible. That is why our employees are entitled with real authorities that allow them take their own decisions in disputable situations and be fast in solving clients’ issues.”