OREANDA-NEWS.Tele2, an alternative mobile operator, has summed up results of customer service operations from July 2014 to July 2015. In July 2014, customer satisfaction with Tele2 service reached a record level of 94%, whereas the number of those dissatisfied with it remained at a minimum level of 1.5%.

In 2014, as a part of the Tele2-Rostelecom joint venture the company launched a project on centralization of customer service at the Tele2 contact centre. The company opened two new platforms in Saransk and Irkutsk and expanded the existing ones in Rostov-on-Don and Chelyabinsk. As a result the operator managed to cut up to 30% expenses on the construction thanks to including two new contact centers into the current system. Tele2 also created the single manageable system with all elements technically interchangeable.

The company has increased the number of employees three-fold in order to support intricate processes: connecting Rostelecom subscribers to Tele2, a launch of high-speed wireless Internet and entering new regions. Now 1500 employees of Tele2 handle around 40 mn calls per year with the total duration of 75 mn minutes.

The current structure of the Tele2 contact centres helps the company distribute macroregions’ traffic between them. The single system for planning and managing HR helps the company draw up a shift timetable (over 15 000 different shifts for customer service staff at Tele2) in the most effective way, with consideration of different hour zones, and provide high affordability of services for the clients.

An average hold time at Tele2 totals only 20 seconds. Over nine years this indicator has never exceeded 40 seconds. As of the end of June 2015, the customer service solves around 94% of queries for less than 72 hours.

One of the focus areas in the customer service is the support of Internet users, where providing accurate and timely information is key to success. Tele2 specialists monthly handle over 9000 requests, over 95% of them solved in less than three hours.

Apart from information service and answering complicated client queries, employees of the Tele2 contact centres provide information support to dealers and the operator’s regional offices. Besides, there is a special service line in Chinese in Irkutsk for subscribers of Irkutsk and Buryatia regions. In the future Tele2 is planning to expand the use of this service both in Siberia and the Far East.

Nina Gubbenet, customer service chief at Tele2:

“The European service as well as profitable tariffs have always been Tele2’s trademark. Honest and open dialogue with subscribers is crucial for us – thanks to feedback by those clients who daily use Tele2 our services remain most convenient, simple and easy-to-understand. Thus, one of the key specifics of Tele2 service is a simple and handy navigation system. To cut costs, many companies are hiding an opportunity to reach operator in the interactive voice response menu – this strongly annoys subscribers. We are not hiding a button for connection with a real person. Subscribers’ loyalty and their trust for the company have always been and will be our priority.”