Rostelecom Contact Center MC NTT Moscow Center for New Technologies and Telecommunications
Since 1995
Russia
Central Federal District of the Russian Federation
Moscow
Top managers:
Shishmarev Sergey Alexandrovich
Owners:
Rostelecom
Content |
Owners
Rostelecom Contact Center (JSC MC NTT) was founded in December 1995 and is a large outsourcing contact center.
History
2023: Participation in TAdviser SummIT
The Rostelecom contact center team "" is ready to share its own developments in one of the main topics of the summit "Best practices for replacing foreign solutions with domestic analogues." Read more here.
2022: Appointment of Sergey Shishmarev as CEO
Sergey Shishmarev has been appointed General Director of Rostelecom Contact Center (Moscow Center for New Telecommunications Technologies - a 100% subsidiary of PJSC Rostelecom). Rostelecom announced this on January 18, 2022. Read more here.
2021: The Ministry of Digital Industry allocated 102 million rubles for the development of a contact center on social issues
On August 16, 2021, it became known about the allocation by the Ministry of Digital Development, Communications and Mass Media of the Russian Federation of subsidies in the amount of 102 million rubles to the Moscow Center for New Telecommunications Technologies for the development of a contact center on social issues. Budget funds for the work of the center will be distributed from the federal project "Digital State Administration" of the national program "Digital Economy."
According to TASS with reference to the Ministry of Digital Science, in 2021 it was decided to extend the work of the center in order to provide citizens with reliable information about vaccination, payments for children, actions in case of illness, possible restrictions on international travel and other issues.
The ministry added that on behalf of the Deputy Prime Minister Dmitry Chernyshenko Ministry of Digital Science , by August 16, 2021, it is preparing a request to change the passport of the federal project "Information Infrastructure," which will propose to include a new result - the Moscow Center for New Telecommunications Technologies has ensured the functioning of a contact center for informing citizens about key socio-economic issues, including issues of limiting the spread of the new coronavirus () COVID-19 infection. The Ministry of Digital Science recalled that the call to the contact center is free for citizens from all over. Russia
Rostelecom told the agency that over the entire period of operation, the operators of the contact center processed more than 4.5 million calls. Most often, the callers asked questions about the symptoms of the disease, the means of protection and their effectiveness, quarantine, as well as how to arrange sick leave for coronavirus. It was also established to inform tourists who ended up abroad. The company stressed that gradually the topic of the contact center is expanding with other important social issues.[1]
2020
Opening of a contact center in Tula
On July 2, 2020, Rostelecom announced that it was opening a contact center in Tula. The operators of the site Rostelecom Contact center"" will provide round-the-clock support to the company's customers and will consult on information, reference, settlement and maintenance issues. The division's resources Toole are also planned to be used in the company's commercial projects.
A comprehensive approach was used to recruit the contact center manager: the company's employees got the opportunity for career and professional growth and were able to try their hand at the internal competition, and part of the management staff was involved with the help of open vacancies.
The office of the new division of Rostelecom Contact Center is located in the center of Tula in the building of the new business center at the address: st. Clara Tsetkin, d. 6. The office is designed and equipped to meet the latest requirements and standards of the contact centre industry.
Elena Drobot, General Director of Rostelecom Contact Center:
 | In the current situation, we did not abandon ambitious plans to open divisions in regions where the issue of ensuring employment is always acute. In total, we will create over 150 additional workplaces. I note that the main infrastructure of the site in Tula was prepared in just two months, despite the fact that many issues had to be resolved remotely. This was made possible by the synergy of our two branches - North-West and Central. |  |
All candidates for the position of operator of the contact center passed interviews in a remote format and completed test tasks. Ahead of them is training, which will be held in person in compliance with all the requirements of Rospotrebnadzor.
The training course includes theory, trainings on telephone communication standards, and testing. In addition, together with the most experienced coaches of other Rostelecom Contact Center sites, future operators will perform special tasks, analyze calls, and study the best practices for communicating with customers. During the training, they will get acquainted with the technologies of Rostelecom, as well as the company's services and solutions, including products such as Wink and Smart Home.
The first group will complete training and enter the line in mid-July 2020. Then the full-fledged work of the open platform of Rostelecom Contact Center in Tula will begin.
Increase in the number of home operators by 2.5 times
Rostelecom Contact center"" will increase the number of home operators by 2.5 times. This was announced on February 27, 2020. Rostelecom
In October 2019, Rostelecom Contact Center launched a project to develop a remote contact center that solves important social problems. Now citizens who, due to different circumstances, cannot work in the office, will have the opportunity to officially find a job as operators of a contact center at home.
A multi-stage training program has been developed for home operators. It is designed for 5 days and includes distance courses, video communication training and final testing. Special services that provide operational support help operators work on the line. For example, there is a common chat where you can quickly get support from more experienced employees.
As part of the pilot project, a group of 21 employees of the company who are on maternity leave was formed. They conducted surveys to determine the level of consumer loyalty and made outgoing calls. During the training period, the group processed 2.5 thousand contacts, and after more than 15 thousand contacts per month. As a result of calls, home operators formed about 9 thousand ready-made client questionnaires. This result was achieved through a material motivation system developed specifically for this project. This made it possible to level out the factor of the "home environment," which scares off many employers from the development of remote formats of cooperation.
| | In fact, we managed to create a working environment for operators of a remote contact center that reproduces the office format as closely as possible. The interaction model and technological solutions we have chosen make it possible to plan work remotely in accordance with the modern requirements of time management and improve the quality of service, comments Rostelecom Contact Center CEO Elena Drobot
| |
Based on the results of the pilot project, the work of the technological platform and maintenance processes was built and debugged, a decision was made to scale it up. In March 2020, it is planned to improve the processes of selection, training and operational management of large groups of operators working at home. It is also planned to recruit additional employees.
In addition, the company's technical unit and security service will continue to develop a secure loop for remote work with personal data. The implementation of such a solution will expand the functionality of remote contact center employees and the range of tasks they solve.
2019
Elena Drobot appointed General Director of Rostelecom Contact Center
Elena Drobot has been appointed General Director of Rostelecom Contact Center (Moscow Center for New Technologies and Telecommunications JSC), a 100% subsidiary of PJSC Rostelecom. This was reported on July 8, 2019 by Rostelecom. In this position, she replaced Andrei Petrov, who had been in charge of the company since 2004 and left his post to pursue his own projects. Read more here.
25 contact centers in 18 cities of Russia
For 2019, there are 25 contact centers in 18 cities. Russia"" Rostelecom Contact center(MC NTT). It is a provider of professional solutions for contact centers, such as "" OmniChat- a platform for communicating with customers in digital channels, and a knowledge management system - a knowledge base adapted to the tasks of a contact center.
Among Rostelecom Contact Center clients are the largest domestic and foreign companies operating in all market segments (B2C, B2B, B2G).
2012
As of November 2012, the company offers data transmission and telematics services, fixed, international and long-distance telephone services, services of its own contact center, as well as a set of additional solutions for managing the client's business.
MT NTT is focused on working with corporate clients, small and medium-sized businesses, commercial real estate and telecom operators and provides comprehensive solutions for organizing communication services: from design work to the implementation of the latest telecommunications solutions. The company uses state-of-the-art communication technologies and has its own fiber-optic network with a total length of more than 2,500 km, covering the entire territory of Moscow and a number of districts of the Moscow region.
| The site content is translated by machine translation software powered by PROMT. The machine-translated articles are not always perfect and may contain errors in vocabulary, syntax or grammar. Read original article If you find inaccuracies or errors in the results of machine translation, please write to editor@tadviser.ru. We will make every effort to correct them as soon as possible. |