OREANDA-NEWS. September 17, 2012. National contact centre of Vega Telecommunications Group has been ranked 3rd for the quality of services among Ukrainian biggest telecom companies. The customer service research 2011-2012 was done by HotSkills, a club of contact centre heads under umbrella of Ukrainian Direct Marketing Association.

The study showed that quality of customer service at Vega grew 11% to 82%. Vega's contact centre staff scored high for basic telephone skills, customer communication style, expertise and knowledge of customer care procedures.

Today the national contact centre operates at two platforms, in Lvov and Dnepropetrovsk. More than

220 employees process requests from around 700,000 subscribers.

In H1 2012 the contact centre managed more than one million calls. In general, it takes 3.5 minutes on average for a centre's employee to answer any customer's question or address a problem. This indicator improved by 10% as compared with 2011.

"We keep on improving mechanisms to serve the customers who turn to our contact centre. For example, by reducing time to serve one customer we "saved" 5,000 hours of free time of our subscribers. This is more than 200 days," said Business Director Sergey Kuksa.

The wait time went down 46% versus H1 2011. Now 86% of customers wait less than 20 seconds to be connected to an operator.

With the improved voice menu the customers can check an account balance and learn about connection terms and conditions, rates, promo campaigns, working hours of sales and service centres without waiting for an operator's response. Following the improvements a percentage of customers who chose self-service via the new voice menu grew 17% to 41% year on year.

"In addition to quantitative indicators we appreciate quality assessment and feedback from our subscribers. For example, in the first six months of 2012 our employees received 250 thank-you messages from the customers, three times as many as they did in H1 2011. "An average service quality value is almost 95% among more than 60,000 subscribers that have given their feedback since early 2012," Sergey Kuksa welcomed achievements of his subordinates.