Rostelecom executives in Siberia became call center operators

The leaders of the Siberia macro-regional branch of PJSC Rostelecom became call center operators for one day in order to communicate directly with customers. The project received federal status and the general name "TOPs in the fields".

The event was held at the Siberia contact center in Barnaul, which in 2016 became the winner of the Crystal Headset international award. Rostelecom conducts communication between managers and clients from time to time. Immersion in the work of specialists who communicate directly with customers allows you to observe the work process from the inside, evaluate the qualifications of employees, find out the problems and wishes of subscribers, and most importantly, find bottlenecks in the company's activities to improve the quality of service, the press service of the company said. .

Participants of the corporate action in Barnaul were

d

director of the Siberian branch

Rostelecom

Nikolai Zenin, his deputies Alexander Boykinya and Alexey Gaydamak, as well as heads of regional branches Sergey Lavrenyuk (Altai Territory), Konstantin Yarygov (Kemerovo Region) and Alexander Lindikrey, Deputy Technical Director for Operation of the Omsk Branch.

The managers were able to identify development areas, formulate new tasks for other departments of the company. Nikolai Zenin managed to work with two operators at once - beginners and experienced ones, to understand for himself where are the very "bottlenecks" that reduce the quality of customer service.

Mikhail Radchenko, despite the fact that he works as an operator

contact center

only eight months, together with Zenin held several dialogues with clients. “For most of them, I intuitively, even before explaining, understood the reason for the non-working Internet and gave advice on how to fix the problem. I just showed up

vice president

[of Rostelecom] his work, answered his questions and even got a hint on one of the situations,” he shared.

At the end of the shift, the head of the Siberian division of the company answered questions from employees

contact center

and presented them with the long-awaited "Crystal Set", won at the competition of the same name in the spring of this year and brought from the awards ceremony in Moscow. “You are our face and voice, communicating with clients on a daily basis even on the most serious problems, always remaining friendly, responsible and professional! Congratulations on your victory. Thank you so much for your hard work!" - congratulated the team

contact center

"Siberia" Nikolai Zenin.

For reference:

contact center

, which provides technical support to customers throughout Siberia, occupies more than a thousand square meters. The premises have two operator rooms, as well as its own training base, a canteen, a relaxation room, and a gym. 251 automated workplaces are organized here, where 380 employees work in three shifts. They serve an average of 358,000 customer requests per month. On peak days, the number of calls reaches 30,000. For a year and a half of work

contact center

Rostelecom proved high efficiency

business processes

. According to the monitoring data, the average waiting time of an operator when making a call to

contact center

reduced to 12 seconds. At the same time, more than 91% of customers are satisfied with the interaction with the company's operators.