OREANDA-NEWS. October 17, 2008. A leading operator of Kazakhstan JSC "Kazakhtelecom", understanding the importance of providing quality service to subscribers, is actively working to improve the quality of service to all segments of users. At the same time the company introduces new kinds of services that will reduce the time servicing customers and maximize satisfy their needs, reported the press-centre of Kazakhtelecom.

JSC "Kazakhtelecom" seeks to ensure affordability of services and expand the range of telecommunications services. In doing so, great emphasis is placed on training and staff development, the transition to the maintenance of the principle of "one-stop" and electronic forms of service delivery.

To achieve this goal JSC “Kazakhtelecom”, starting in 2006, has conducted extensive work on the renovation items own network service. In doing so, special attention was given to standardizing the look of the interior, exterior items, staff uniforms, work by service units. Before affiliates JSC "Kazakhtelecom" the task of strict adherence to these standards.

Free services and the principle of "one-stop"
One area of improvement of the network service JSC “Kazakhtelecom” is a shift to services on a" one-stop ". This allows subscribers JSC "Kazakhtelecom" to receive the full range of services in the primary treatment without forwarding the customer from one job to another.

Also JSC "Kazakhtelecom" actively implementing a barrier-free method of service, which provides for such an organization job of network service, in which the subscriber is able to communicate with an operator without a separation barrier or wall. In so doing, provides direct communication with the client's employees. To date, to subsidiaries of JSC "Kazakhtelecom" the goal of 100%-term transfer of network services in regional centers and large cities by the end of 2008 for emergency medical services to subscribers.

In order to improve customer service in JSC "Kazakhtelecom" work on the transition to a modern system of learning "on the job training", which provides a systematic approach to improving the skills of sales aimed at building teams of universal high-quality sellers. The first step towards the implementation of the project was the production of training materials didactic - sales textbook "Sales from "A" to "Z" in JSC “Kazakhtelecom” and video to it. A video tutorial is a good training tool for textbooks and contains separate dialogues on key services JSC "Kazakhtelecom" In 2009, is scheduled to continue work on the extension of the textbook.

Informational kiosks
As part of improving service JSC "Kazakhtelecom" has a project to introduce informational kiosks in the company's branches in different regions of Kazakhstan.

Informational kiosks JSC “Kazakhtelecom” are innovative multifunctional devices. Through the Web site subscribers can get more detailed information on services and tariffs offered by JSC "Kazakhtelecom" pay for telecommunications services in cash or bank payment card, get a printout of international and inter-connections, to sign up for telecommunications. The main advantage of the use of information kiosks - online and getting rid of subscribers come first.

For informational kiosks JSC "Kazakhtelecom" developed a convenient and practical interface for easily take advantage of all the above services. On 10 October, 2008 logged 323 of the 400 informational kiosks in all the regional centers of Kazakhstan and in several areas. The choice of locations of informational kiosks due to the needs of the population in the presence of such electronic devices. On 10 October, 2008 the number of transactions made through the infobox is 60 563, and the amount collected payments equal to 191 521 995 tenge.

The introduction of electronic queue
Since 2008, JSC "Kazakhtelecom" introduces its network service system "electronic queue", which reduces the time customer service. Also, using this system can monitor the performance of paragraph network service using on-line.

The system "Electronic Release" already operates in 23 points network of service centers JSC "Kazakhtelecom" in Almaty, Astana, Atyrau, Aktyube, Karaganda, Kostanai, Kokshetau and Taldykorgan. By the end of 2008, JSC “Kazakhtelecom” plans to introduce a system in the 19's own network service in the cities of regional importance.

With the introduction of splitting customers "E-turn" clients of JSC "Kazakhtelecom" appeared a number of advantages when serving in paragraphs network service. Primarily, this lack of "come first", which increases customer loyalty by creating comfortable spaces and waiting areas. Secondly, "e-turn" safely and independently servicing each client. The third is reduced waiting time of customers in the queue and the time of their service. Electronic system to monitor the effectiveness of the network operators service JSC "Kazakhtelecom" in real time.

With the help of "electronic queue" You can record and analyze detailed information on traffic flow of visitors, the waiting time, the number waiting for each service, the average service time of one customer's network service JSC "Kazakhtelecom". In addition, the introduction of "electronic queue" allows employees to work more effectively network service, paying more attention to promotion of new services and clarify information about them.

The expansion of a network of service
As part of the project "The withdrawal of the admission fees to the network" are active on the conclusion of treaties and agreements with additional second-tier banks to receive payments for services to telecommunications JSC “Kazakhtelecom” on cash and cash payment.

Currently, subscribers of the JSC "Kazakhtelecom" are able to pay for telecommunications services through ATMs, online banking, Telebanking, SMS, payment terminals and conveniently located cash bank branches.

At the moment, negotiations with KCIP (Kazakhstan Center for interbank payments) of the National Bank of Kazakhstan on the creation of a unified network of third-party companies who receive payments through information kiosks.

In 2008, the memorandum was signed between JSC “Kazakhtelecom” and JSC "The Halyk Bank of Kazakhsta" on the joint project on the use of paragraphs network service JSC "Kazakhtelecom" to accommodate units bank to receive payments from the population and providing other banking services. In the 1 st half of 2008. The volume of payments in a network of services rose on average across all regions of Kazakhstan at 2.31% and accounted for at 01.07.2008 year - 31.2% of the total amount of payments. It also increased the total number of transactions performed by the network at 10.88% and amounted to 01.07.2008 year- 35.95%.

Show room – demo – halls of the JSC "Kazakhtelecom"
In 2008, JSC “Kazakhtelecom” began work to establish a show-room (showrooms) in the major cities - Astana, Almaty, Karaganda. Of course, much easier to publish a directory of services, but often this is not enough. Customer needs are not simple pictures and samples submitted copies. Show-Room are designed to maximize the potential involvement of consumer value properties services. For all visitors to show-room JSC “Kazakhtelecom” - this is clearly an additional opportunity to obtain detailed information about services companies and consulting experts.

Today, show-room operating in the Karaganda and Astana. Kazakhstan plans to open a show-room space at the Central Agency CTC "Almatytelekom", because the premises are located geographically advantageous in the city center, is located on the pedestrian street, lively and well known to most of the city's population.

Reengineering business processes, customer service
JSC "Kazakhtelecom" conducting work on the revision of existing processes in the service of certain procedures and deadlines. The plans of the JSC "Kazakhtelecom" - shortening the time frame for reviewing applications for telecommunications services and to basic services go to the principle of infallibility. In order to meet customers will be a single order form that allows one-subscribe to all services without re-treatment service units JSC "Kazakhtelecom". It is also planned to detail the format of the accounts delivered to individuals.