• CENTRAL OFFICE / RUSSIA8 800 707 1000
  • REPRESENTATIVE OFFICE IN UKRAINE+380 44 205 0000

BEEPER FINISHED THE PROJECT OF CONTACT CENTERS' CENTRALISATION IN SIBERIA

November 06, 2013

From July, 2012 to October, 2013 BEEPER had been working on the project for centralizing information and reference services of JSC “Rostelecom”: a toll-free call center “09”, commercial call center “009”, toll-free call center for local and international telephone communication “8140” in 11 offices of JSC “Rostelecom” (Altai, Gorny Altai, Transbaikal, Tomsk, Omsk, Buryat Republic, Novosibirsk, Irkutsk, Kemerovo, Krasnoyarsk, Khakassia).

As a result of implementation of this large scale project, contact centers of different branches of JSC “Rostelecom” could be joined together and adapted top a common standard of service. This optimization improved the service access facility by up to 96%. The waiting time for the agent’s response was reduced by up to 14 seconds. Now, this united contact center accepts approximately 10 000 calls a day, 40% of the clients immediately receive all the necessary information in on-line mode.
We also developed and adopted a new system of Customer Relationship Management (CRM) in order to improve the quality of services provided to clients. This system allows us to analyze the efficiency of the agents’ work and to compile statistics.

This project is a result of efficient business contacts, where BEEPER proves to guarantee high service standards for the leading communication company “Rostelecom”.

The joint efforts of two companies allowed creating the effect of synergy that is definitely helping clients. They have already appreciated the new level of quality, speed and productivity.

Dmitry Igorevich Kisilyov, the director of LLC “Info-content” (trademark BEEPER): “We are happy with successful realization of this project for which we solved very complex issues of preparing the office, from the very creation of common infrastructure up to its equipment. We also worked with the employment issues, prepared professional personnel. We are sure, that the chosen technologies, based on the Cisco equipment, will provide stable service for Siberia”.


Order call