Rostelecom Urals (Uralsvyazinform of Utel)

In February, 2014 it was reported that call center specialists of LogiCall, being under control of Servionika, in 6 months accepted more than 360000 calls of subscribers of Rostelecom company of the Ural macroregion and attracted more than 13000 new clients.

In the spring of 2013 based on the held competition the semi-annual contract of Rostelecom for service of subscribers of the Ural macroregion (with the population more than 20.3 million people) was received by I-Teco Group. The contact center of LogiCall entering into structure of I-Teco Group and being under control of Servionica – the I-Teco subsidiary company created based on Service division became the contractor of the contract. Daily on three platforms of contact center LogiCall about 4-5 thousand calls were processed, at the same time at 95% of requests time of processing of a call did not exceed 30 seconds - it is much less, than it was required on SLA.

"Use of resources of contact center of LogiCall allowed Rostelecom to expand possibilities of service of subscribers, using such advantages of outsourcing as scalability, flexibility, the uniform quality standards. The contact center not only serviced requests for connection of different services of Rostelecom, but also participated in involvement of new clients of the company" — the director of contact center of LogiCall Alexey Katsoyev summed up the work results.

Service of subscribers was carried out in the round-the-clock mode, including days off and holidays. The main objectives of contact center of LogiCall became rendering reference service of subscribers on all available communication channels (phone, e-mail, the fax and web addresses on the website Rostelecom) and also telemarketing campaigns for informing subscribers on communication services and an order of their connection, actions and discounts of JSC Rostelecom and its partners, the operating system of tariffing and tariff plans, providing data on existence of technical capability of connection of services.

Outsourcing of contact centers allows to optimize costs, to raise qualitative and quantitative indices on service of subscribers and also to increase number of clients. The largest consumer of such services is the telecommunication sector: 50% of all contact centers on outsourcing fall to its share. For the last few years the market shows stable growth (nearly 10% a year), and its world annual turnover in 2013 exceeded $1 billion.