Tele2 and the St. Petersburg branch Higher School of Economics National Research University opened contact center based on university

2020: Beginning of work of contact center

On March 5, 2020 Tele2 announced creation of contact center in the St. Petersburg branch of Higher School of Economics National Research University (Higher School of Economics National Research University – St. Petersburg). Tele2 provided the equipment for a university support service and trained operators who became students of university.

The Higher School of Economics National Research University-St. Petersburg contact center began the work in March, 2020. Its tasks include interaction with entrants, students and partners of the university. Students of university became operators of the center. It is created in the open space format that allows all involved in university life to see process of client service.

Tele2 equipped jobs of contact center: the company provided to operators computers, the headset and smartphones. Service represents call center with the cloud autonomous telephone exchange (ATE). In the nearest future Tele2 will implement a single platform for communication – amoCRM which integrates automatic telephone exchange, social networks and the portal of Higher School of Economics National Research University – St. Petersburg. A system will allow to build omnichannel communication with potential entrants: communicate by phone, create email mailings chains including individual, to answer questions in social networks and on the website. Analyzing collected information, the staff of contact center will be able quantitatively to estimate client experience and to build the further strategy of communication between the university and entrants.

Experts of a support service of Tele2 provided training for the staff of contact center. They acquainted future specialists with instruments of customer service and shared experience in the field of service. Students taught to avoid the conflicts and to interact effectively with people in different situations. After a theoretical part the staff of contact center won back the cases offered by specialists and worked the gained knowledge on real examples. During test start the contact center received more than 1100 calls.

The key purpose of our partnership with Higher School of Economics National Research University – to show what calls business in practice, but not in the theory faces. The contact center is a fine opportunity to plunge into work. I am sure that thanks to it future graduates will learn to listen to the interlocutor, to critically think, look for and analyze information. All these skills will be useful in the modern world, whatever career way students selected from the future, told Svetlana Skvortsova, the director of strategic planning of Tele2

Start of contact center is an opportunity always to be in touch with our entrants. It is important to us to understand their requirements and to supply with the most up-to-date information about the university. Our students became the staff of service, and I am sure that they will get invaluable experience. Use of modern technologies and tools will help them to develop digital competences, so necessary in modern labor market, noted Sergey Kadochnikov, the director of Higher School of Economics National Research University – St. Petersburg

2019: Agreement on implementation of joint projects in development of practical knowledge of students

In 2019 Tele2 signed the agreement on long-term cooperation with the St. Petersburg branch of Higher School of Economics National Research University (Higher School of Economics National Research University). A main goal of partnership – implementation of joint projects in development of practical knowledge of students. The document provides the organization of a number of joint actions: practice and training of students of the university in divisions of the company, joint master classes, trainings, seminars, round tables, tenders with participation of experts of Tele2.