MTS launched a tip system for call center employees

2025: Voluntary Tip System Launch for Contact Center Employees

MTS PJSC on February 13, 2025 announced the launch of a voluntary tip system for employees. contact centers Now MTS customers will be able to express gratitude to support employees for high-quality assistance by sending tips through a convenient and safe service. After the end of the conversation, the client receives SMS a message with a link to send tips through the partner service.

The decision to implement the system was made based on the data of MTS AI voice analytics, which is actively used in the MTS client service. The analysis found that many customers would like to be able to reward employees for quality work. At the first stage, the pilot project confirmed the demand for the service: 90% of employees receive tips, and the maximum transfer amount was 1,551 rubles.

As part of the development of the ecosystem, MTS strives to create a comfortable and inspiring environment where each person feels his value and significance, be it a client or an employee of the company. This option will allow MTS to strengthen its focus on quality and timely resolution of customer issues, as well as increase the motivation and involvement of employees. So far, the tip system is working in pilot mode, but in the near future it will be gradually introduced into all areas of the client service of the MTS ecosystem. The technical solution was found in the framework of MTS Challenge - a program for selecting technological projects in the field of providing client service to the MTS StartUp Hub innovation and investment center.

The system will provide additional incentive to improve the quality of service. We would like as many customers and employees as possible to feel that they are important, and receiving gratitude inspires us to pay even more attention to each request. MTS continues to improve its customer experience by implementing solutions that make the lives of its customers and employees better. The launch of the tip system is another step towards creating an ecosystem where technologies serve people, "said Tatyana Mudretsova, MTS Vice President for Customer Experience and Service. - MTS remains true to the principle of customer-centrism, promptly responding to user requests and striving to make their experience of interaction with the company as comfortable and pleasant as possible. The introduction of the tip system is an opportunity to strengthen the emotional connection between customers and employees, making the service more personalized and high-quality.