For the sake of what "Rostelecom - the Retail systems" implemented a quality control system

On October 19, 2015 it became known of implementation in the centers of sales and service of Rostelecom — the Retail Systems company (RRS) of single automatic system of quality control of service. The integrator in the project CRMSensor company^[1].

Project Progress

A system provides record of dialogs of specialists with clients, obtaining operational information about service process, conducts collecting and processing of statistiko-analytical data. The quality control system keeps in an interactive feedback:

• clients can independently give a mark to work of the specialist and comment on it,
• answer questions of service quality,
• enter a contact information for obtaining information on the request or the address.
• a system provides additional functionality - demonstration to visitors of videos about the products and services provided in the centers of sales and service.

Advertizing Rostelecom (2015)

Implementation of a single system of quality control began with the centers of sales and service in macroregional branches "Northwest" and Siberia. Until the end of 2016 it is going to install more than 3.3 thousand automatic monitoring devices of quality in more than 500 points of RRS across all Russia.

"RRS company since September, 2015 began to work in a full-fledged federal format and to us it is extremely important in all centers of sales and service, in any point of the country to provide the high quality standards. A system will allow not only to control work of our specialists, but also will become the important tool for determination of perspectives of development of RRS in general and personnel in particular as will collect and process data bulk. Only for the first month of work of an intelligent system of control in two pilot branches more than 27 thousand visitors of the centers of sales and service were polled, 100% of addresses in which the client expressed desire to receive a feedback are processed. The best employees were mentioned by different forms of encouragement", – Marina Bibikova, the commercial director "Rostelecom – the Retail systems" noted.

For October 19, 2015 works on installation in branches are conducted Ural and Far East. The volume of investments of the company in the project for October 19, 2015 exceeds 11 million rub^[2].

Project Plans

For October 19, 2015 "Rostelecom" announced the second competition on delivery of automatic system of quality control for MRF "South" Center, Moscow Volga. The maximum amount according to this tender will make 43.4 million rubles. In plans of the company until the end of 2016 to install more than 3.3 thousand automatic monitoring devices of quality in more than 500 sales points and service PPC across all Russia.

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