OREANDA-NEWS. On December 22, 2008 Vega Telecommunications Group has created a Unified All-Ukrainian Contact Centre. Its offices opened in 5 regions: Kyiv, Dnepropetrovsk, Odessa, Lvov and Donetsk. The contact centre works 24 hours a day, 7 days a week and 365 days a year; about 200 professionally trained operators who took special training programs work in the centre, reported the press-centre of SCM.

"We keep reorganizing the company and bringing all business processes to a unified standard", stated Konstantin Kolesov, the Director of Business Development of Vega Telecommunications Group. – Creation of a unified contact centre will help us streamline the procedures of information and service support and as the result improve the quality of service for our clients.

To implement the project Cosmocom IP solution was selected on the tender basis; the use of this solution made it possible to reduce the project implementation period to two and a half months. Cosmocom solution enables to process any client's inquiry on one platform (a call, mail, web-inquiry, etc.). The system makes it possible to track the telephone traffic in real time on the basis of statistical information for a certain period of time and thus expands the possibilities for operational management of the project.

"Today we process about 15,000 inquiries per day", says Elena Ikonnikova, Commercial Director of Vega Telecommunications Group. – Along with the unified contact centre we plan to launch new self-service options and develop additional communication channels with a client, in particular web-inquiries".

The contact centre has a single telephone number available in the whole territory of Ukraine: 8 800 600 0 600. In addition, a city number was set up in each city of presence of the contact centre.