Rostelecom organized a contact center for the About aggregator

2021: Contact Center Organization for About Aggregator

Rostelecom on August 4, 2021 announced the launch of a contact center service to ensure the operation of the Okrug aggregator (express delivery from X5 Group retail chains and restaurants). The provider has identified a group of professional operators who perform the entire range of tasks for the prompt resolution of customer issues "About": processing incoming and outgoing calls, working in chat rooms and social networks, conducting surveys.

"Customers are the main value for any business. Effective interaction with customers is the key to the successful development of the enterprise. Rostelecom quickly organized a call center for the X5 aggregator, identifying ten operators at the initial stage, and also developed conversation scenarios for them. The contact center is designed for 50 thousand incoming and 35 thousand outgoing calls, 45 thousand reviews and chats monthly. The average processing time for non-standard cases is only 15 minutes. Contact center employees conduct surveys and telephone campaigns to support marketing activities, update databases. A personal supervisor is responsible for ensuring the timely and high-quality fulfillment of the goals set and preventing failures in the work of operators, "said Denis Lysov, vice president of Rostelecom PJSC, director of the Center MYFF.

"The pandemic caused the explosive growth of delivery services. Express delivery is presented in the largest cities of Russia and is carried out from more than 1300 stores of X5 retail chains. In addition to products, it is possible to order food from restaurants and cafes. Specialists of the contact center deployed by Rostelecom answer buyers' questions by phone and e-mail, in social networks and instant messengers. It helps to increase coverage of audience and promotes increase in speed of execution of orders", - the director of business unit of X5 FoodTech Evgeny Chechyotkin noted.

The service of the contact center from Rostelecom is to receive incoming calls and make outgoing calls. Operators can deal with ordering and attracting customers (telemarketing), quickly inform about important events through SMS messages, and the service of automatic calling and sending emails is also available.