Tele2 contact center underwent certification of ISO 18295

2017: ISO 18295

Tele2 of the first among the Russian companies received the certificate of conformity to requirements of ISO 18295. Time of the telephone address averages 2 minutes, and answering interval was reduced to 25 seconds that is the best result in the telecom industry. Employees resolve more than 97% of issues independently on the first line, including non-standard requests which processing is beyond procedures. The addresses requiring additional resources make only 2-3% and decide on average in 24 hours.

In a certification process auditors noted the high level of customer satisfaction: more than 95% of subscribers estimate work of the center of remote support on five points on a five-point scale. Thanks to strict observance of regulations and the developed monitoring system, Tele2 secured leadership in the telecom industry in this indicator.

Tele2 contact center uses a resource management system which allows to reach the high level of efficiency. The flexible schedule of work of staff of contact center includes more than 50,000 options of changes thanks to what operators can combine work and study.

Addresses of subscribers from 65 regions of Tele2 process 2150 employees of uniform contact center. They service subscribers in the Russian, English and Chinese languages. Monthly operators receive 3.5 million requests of clients in all remote canals of support – in the ringing center, a web chat and the messenger, for e-mail. Tele2 of the first among operators began to advise subscribers in the Telegram and Viber messengers. Recently the company started support in the WeChat application for the Chinese users.

2016: 10 years in touch

To Tele2 contact center created with the assistance of CROC 10 years were performed in October, 2016. It is one of the largest call centers which 24/7, without queues and failures, services users of mobile communication in 65 regions of Russia.

The uniform contact center (CC) is created by CROC based on platforms Tele2 located in Irkutsk, Rostov-on-Don, Saransk and Chelyabinsk. For operating time of CC the subscriber base of Tele2 increased from 6 million to 38.9 million users, the number of operators of service increased from 150 up to 2150 people, and the total number of the processed calls was 202 million. The automated attendant workstation of CC is integrated with internal corporate services Tele2 — CRM, a billing system and other corporate information resources. Such integration allows to get online access to data on clients (a sex, age, a kind of activity, the history of addresses) and also to provide them information on financial transactions and to change tariff plans. It helps to be prepared effectively for professional dialog and to save the subscriber's time when processing a request.

"Every year scales and technological capabilities of our contact center extend. Tele2 develops in promptly changing and highly competitive market conditions therefore for the company it is important to observe international quality standards, to save the high level of efficiency and satisfaction of users with service. The uniform center of a remote customer support created with the assistance of CROC company allows us to be in the lead in the industry on quality of subscriber services" — Natalya Loshkareva, the director of subscriber services of Tele2 noted.

That subscribers of Tele2 did not wait in line of connection with the operator, CROC implemented a management system for labor resources of Workforce Management. It allows to control work of staff of CC and to manage effectively their loading taking into account professional skills and qualification and also time of day, days of the week and holidays. Flexible planning of working time allowed to increase performance of operators and to reduce waiting time of a conversation with Tele2 operator to 25 seconds.

Also for convenience and the high processing speed of requests of clients of Tele2 CROC upgraded the system of dynamic speech interaction (IVR). Due to integration with internal systems of IVR automatically obtains detailed data on the calling subscriber (the region, the connected services, means on the account) and redirects it to that part of the voice menu where the client will be able to find offers, relevant for it. Today more than 60% of subscribers obtain information, necessary for themselves without the assistance of the operator. It is twice more, than before upgrade of the IVR system.

The quality assessment system helps to support the service level. It allows to listen to a talk of operators with subscribers and to write screens of monitors to control, how qualified was consultation and whether information in the program according to the results of a conversation is correctly entered. A system helps to receive a feedback from clients and quickly to react to it, for example, to start additional infokampaniya if subscribers have questions under the terms of tariff plans or the carried-out actions.