Domino's Pizza Russia used services of contact center from Rostelecom

2020: Use of call center from Rostelecom

For ensuring effective and smooth operation of a support service of buyers of Pizza Restorants LLC (Domino's Pizza trademark) used services of call center from Rostelecom. It became known on May 27, 2020. At receipt of the order from the client the CRM system provided by digital provider which helps operators to construct accurate dialog with the buyer joins and to minimize quantity of errors in work. Rostelecom, having practice of creation of call centers, picked up and trained personnel which accept and process telephone calls only from clients of Domino's Pizza Russia that significantly raises the service level. The range of services from Rostelecom allows to process to 24 operators more than 23 thousand requests a month, at the same time the average time of customer expectation of the reply of operator was reduced to 30 seconds.

Success of the selling company depends not only on goods quality and advertizing campaigns — an important role is played by the thought-over communication between the seller and the buyer. The list of services of contact center from Rostelecom allows to set up an optimal solution for the customer. For Domino's Pizza we unrolled call center which works with the entering addresses. All telephone traffic was translated in one step, without the long test period. The personal supervisor who coordinates activity of operators is assigned to the project and performs interaction with customer company, told Dmitry Ugnivenko, the associate director – the director of work with corporate and state segments of MRF "Center" of PJSC Rostelecom

For us it is very important to maintain high quality of the service provided to buyers, especially in the period of a pandemic when almost all communication is transferred to a remote format. Rostelecom helps us to cope with this task. At the same time operators not only communicate with buyers by phone, but also process addresses and SMS estimates from our application and also conduct questioning and different surveys. Thus we not just answer each response. The analysis of the acquired information helps us to understand better expectations of our buyers and to be improved to answer. In the nearest future we plan development of the project with Rostelecom regarding expansion of functionality of operators, noted Victoria Alemanova, the marketing and sales director of Domino's Pizza Russia