Rostelecom (Call center - Construction projects and upgrades of call centers and contact centers)

Rostelecom is going to spend 6 billion rubles for the organization of work of the uniform distributed call center in which "subsidiary" of operator – Moskovsky center novykh tekhnology i telekommunikatsy Ltd will be engaged. It is told about the tender for rendering services of remote service of subscribers of JSC Rostelecom in the documents published on the portal of state procurements^[1].

The Moscow center of new technologies and telecommunications (MTs NTT) will become the general contractor on the organization of work of the uniform distributed call center (CC). The contract will be signed for three years for the amount of 6 billion rubles.

"MTs NTT will be engaged in remote service of subscribers on all services of Rostelecom in all macroregional branches, - the representative of Rostelecom explained to the reporter of ComNews. – Earlier partially contact centers were as a part of the company, partially - at other not affiliated contractors. Now we decided to concentrate all competences of one place for what 100% "daughter" is selected. It is made for the purpose of increase in efficiency and service quality of subscribers due to implementation of uniform federal standards of service and also business process optimization".

MTs NTT will also continue to develop the direction on outsourcing of contact centers of third-party customers, he added.

In March, 2014 Rostelecom held a competition on the right to render services in involvement of subscribers to services of Internet access and digital television of the operator in the territory of Moscow until the end of 2015. Based on the held competition the operator signed the agreement with I-Teco Group for the amount of 65 million rubles, and with Telekontakt LLC and Nyyukontakt LLC – on 63 million rubles under both contracts (see ComNews news of April 9, 2014).

The head of sales and service of Transtelecom Company Ltd (TTK) Oleg Leonov found it difficult to estimate the amount of the tender of Rostelecom due to the lack of more detailed information on parameters of the planned TsOVa. "In a TTK own contact center already works, also we use services of outsourcing contact centers", - he added.

Seven call centers located in Krasnodar, Nizhny Novgorod, Novosibirsk, Ryazan, Samara, Ulyanovsk, Barnaul already work for JSC Mobile TeleSystems (MTS) in the territory of Russia. "Their efficiency is confirmed by the fact that there is more than 80% of clients who addressed to MTS contact centers, expect the reply of operator less than 30 seconds that exceeds similar indicators of work of contact centers of operators of Europe", - the head on interaction with media of MTS Dmitry Solodovnikov noted in a conversation with the reporter of ComNews.

"As for a situation with our customer support center (CSC), the main objective of this year we see improvement of client experience via all channels of service", - the press secretary of JSC VimpelCom Anna Aybasheva in turn told.

According to VimpelCom, for the I quarter of this year in comparison with the same period of 2013 the number of appeals to TsPK decreased by 17% and for 16% the average time of waiting of the reply of operator was reduced.

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