Telecom Express

History

2020

The results of the merger with Comfortel, Beeper and LojCall under the Voxys brand

A participant in the Russian market of outsourcing contact centers, Voxys announced on February 16, 2021 to TAdviser the first results of its work under this brand in 2020.

The Voxys brand arose during the M & A deal, which lasted two years and ended in the winter of 2020. Telecomexpress joined the brand in 2019. More details here.

Activity termination

According to the Unified State Register of Legal Entities, Telecom-Express LLC ceased operations on June 26, 2020 as a result of a reorganization in the form of an accession.

2014: Opening of a new contact center in Crimea

In March 2014, Telecom-Express CEO Sergey Sinyagin told TAdviser that his company was opening a site in Simferopol "to service Russian projects from the Crimea."

The new contact center will be designed for about 200 employees. As of March, it is equipping jobs, says Sinyagin. According to the company's plans, contact center operators should begin to receive the first calls in June 2014.

The existing Telecom-Express contact centers are located in Moscow, Rostov-on-Don, Chelyabinsk, Kaluga and Nizhny Novgorod. The choice of Simferopol as a platform for another contact center, Telecom-Express CEO explained to TAdviser, primarily, the lower cost of labor there compared to Russia.

Personnel costs make up the main item of expenses for the maintenance of the contact center, adds the general director of Telecom-Express. According to him, they can account for up to 70% of the cost of one call to the contact center.

The head of Telecom-Express also told TAdviser that the company began the process of preparing a contact center in Simferopol in the winter of 2013, even before the emergence of a difficult political situation in Crimea. Even taking into account the events that unfolded in 2014 around this region, Sinyagin considers the situation for the opening of a new site there quite favorable.

"Now the situation in Crimea is such that there you can really earn on operating expenses: both in terms of personnel costs and rental of communication channels, rental of premises, etc.," Sergey Sinyagin believes. - And most importantly, today in Crimea the desire of people to work is very great: they are ready to work in different formats of service, with any schedules. "

The company expects that the high degree of motivation of the people themselves and the white salary proposed by Telecom-Express should ensure the high quality of work of employees in the new contact center in Crimea.

2012

Consolidated revenue - 1.85 billion rubles.

Telecom-Express consolidated revenue in 2012 amounted to RUB 1.85 billion. The company's customer portfolio grew 2.5 times - to about 200 customers.

The indicator of the level of customer service (service level) amounted to 88.2% of calls received in 20 seconds, which is 8% better than the industry average, according to Telecom-Express. The lost call rate was 2% with a market average of 5%. In 2012, the company also reached a record number of processed requests, amounting to 27 million.

Telecom-Express is a distributed outsourcing contact center in the Russian Federation. According to the information for 2012, the company provides a full range of services to ensure interaction with customers: attraction, maintenance, development, sales, support of marketing activities. As well as a number of services to optimize the internal business processes of their customers, consulting support. The anchor customer of the Telecom-Express contact center is Russian Railways. This is the first precedent in Russia for outsourcing the service of its clients by the largest state monopoly. The company also implemented a number of successful projects, with companies in various areas of business: telecommunications, insurance, medicine, retail, etc.

Telecom-Express is an outsourcing contact center that has passed a certification audit for compliance with the European standard of customer service EN: 15838. The company also received certificates of compliance of the information system with ISO/IEC 27001 security standards, and personal data security meets the requirement of FSTEC Order No. 21 18.02.13 (3 level of security). Among the company's customers are more than a hundred of the most famous Russian and international companies.

Acquisition of VimpelCom Call Center

In 2012, Telecom Express acquired from VimpelCom 51% of the authorized capital of the Territory of Contacts company, which provides outsourcing services for call centers. Sites "Territory of Contacts" are located in Kaluga and Nizhny Novgorod. The remaining 49% of the business was transferred to Telecom Express in early 2013.

"The acquisition of a stake in the Territory of Contacts is an investment in an economically successful company. As a strategic investor, we are interested in growing this business. A long, difficult job has been done. As a result, the market of outsourcing contact centers has approached a civilized state, forever changing its face, "the Telecom Express notes about the transaction.

2011: Total processed calls - more than 23 million calls

In the reporting period, the company was able to significantly expand its client portfolio - in 2011, 32 commercial projects were launched for customers from various sectors of the economy and the public sector. The total volume of calls processed by the contact center amounted to more than 23 million calls and more than 70 thousand emails. The average annual level of customer service (service level) was more than 89.5% of calls received in 20 seconds, with an industry average of 80%. The lost call rate was only 1.75% with a market average of 5%.

During the reporting period, Telecom-Express's main achievements were:

• Launch of commercial activities in the AKC segment (growth of the client portfolio amounted to 32 new projects);
• Obtaining a certificate of compliance with the single European standard EN 15838:2009;
• Audit for obtaining certificate of compliance of personal data information system with safety standards of the first category (K1). After the reporting date, the company received a certificate based on the results of the audit;
• Completion of works on putting into commercial operation of software and hardware complex. During the reporting period, the following technological solutions were introduced: automatic customer service with speech recognition synthesis (Voice Navigator); Oracle Siebel CRM Alcatel-Lucent Genesys a platform for creating unified information portals and nodes for sharing information resources (Microsoft SharePoint);
• Receiving the prestigious industry award "Crystal Headset" in the nominations "Best Outsourcing Call Center," "Best Big Shift" and "Award for the Best Use of Technology." After the reporting date in March 2012, Telecom-Express won another Crystal Headset in the Best Outsourcing Partner category.