OREANDA-NEWS. Tele2, an alternative mobile operator, has opened a new contact centre in Saransk. It will integrate all information and data services of Tele2 in the Volga District and Central Russia. After the launch of the operator’s network in Moscow and Moscow Region the contact centre will process queries of the capital’s subscribers.

Operators in Saransk now process 8.5 mn subscribers from Nizhniy Novgorod, Kirov, Penza, Ulyanovsk, Samara, Vladimir, Tver, Ryazan, Kostroma, Tula, Smolensk and Kaluga regions as well as Udmurtia and Chuvash republics, republics of Mordovia, Tatarstan and Mariy El.

An average age of workers is about 25 years. Over 40% of the contact centre’s employees are senior students. Here they have a chance to get an employment record along with professional experience and knowledge and can further plan their career at Tele2. All workers of the contact centre undergo a multi-level training system.

For candidates it is a perfect chance to join a large federal team that offers comfortable working conditions: the contact centre in Saransk has recreation area, a gym and a spacious canteen, its total area counts 2000 sq. m.

Tele2 has now four contact centres in Russia: in Rostov-on-Don, Chelyabinsk, Irkutsk and Saransk. In July 2015, customer satisfaction with the Tele2 service reached a record level of 94%. Largely due to a high-quality customer support, Tele2 is traditionally showing the highest NPS in the industry that proves subscribers’ readiness to recommend services to friends and closed ones. It totaled 48% as of 2014.

Nina Gubbenet, customer service chief at Tele2: “The world-class customer service and low prices have always been Tele2’s trademark. The customer service at the contact centre complies with the highest standards and is being provided on a 24-hour basis. We are seeking to reduce the subscriber’s time on hold down to a minimum, now it totals 20 seconds. Doing our best to save our clients’ time we never try to save on the quality of service. Tele2 provides employees of the contact centre with larger duties, which allows them to solve the most difficult issues on their own, without management involvement. Thanks to optimization of operating procedures, it takes only 2 minutes to solve 99% of the clients’ queries.”