OREANDA-NEWS. December 30, 2009. CenterTelecom OJSC announced the opening of a Unified Customer Relations Center (the Center) in its Lipetsk branch. The Center has been developed using a call center operating model. The new Center employs 1,200 operators simultaneously. They work on customer requests from all 17 regions where the company operates.

Establishment of the Center brings CenterTelecom into compliance with international standards in the provision of services by all employees involved in customer interactions. Moreover the new Center will become a base for optimization of working processes between various divisions of the company in the provision of services.

The unified Center allows the receipt and processing of up to 600 requests simultaneously through a variety of channels including public telephone networks, email, web portal, etc. The operators will be consulting the company's subscribers on settlements for telecommunications services, means of payment and payment office locations, will handle complaints related to non-provision or low-quality services and requests for access to the company's services. Moreover a unified system providing information about subscriber telephone numbers will be implemented through the Center.

The main working tool of the Center's operators is a solution based on Amdocs Customer Relationship Management system which includes a client interaction management function, orders management system, operating support and several other modules contributing to implementation of comprehensive servicing strategy. Use of combination of Cisco Systems technology platform with the Amdocs CRM integrated with the company's billing system will allow CenterTelecom to form an integrated base for customer requests, to improve service quality and to reduce the time necessary for processing of the requests.

Among participants at the opening ceremony were Oleg Korolev, Head of Lipetsk Regional Administration; Vaagn Martirosyan, General Director, CenterTelecom; Alexander Vakhtin, Deputy General Director, CenterTelecom, Director, CenterTelecom's Lipetsk Branch; Anatoly Savenkov, Chief Federal Inspector in Lipetsk region; Mikhail Gulevsky, Head of Lipetsk City Administration; and representatives of the regional business community and media.

Vaagn Martirosyan, General Director, CenterTelecom, said that the opening of the new Center was an important step in the improvement of CenterTelecom's service quality. He said: "The Customer Relations Center will be a key element in modernization of the company's sales and maintenance system. The quality and efficiency of the latest call centers are very high; they are becoming generally recognized and a prevalent means of communication by companies with their customers. The Center in Lipetsk is designed on the basis of modern technologies. It allows us to increase the efficiency of operators' work, to increase the speed of request processing, and consequently to generally improve the quality of services provided by CenterTelecom. I would like to thank all the specialists of our company and our partners who took part in the planning, development and construction of the Customer Relations Center for the high quality and fast accomplishment of such a large scale project."