The catalyst for innovative processes of work with the company's subscribers was the Volia call center in Khmelnitsky.
Two years ago, VOLIA opened its own flagship call center in the regional center in order to ensure high standards of service and to resolve issues as quickly as possible. Best practices in the global service market were introduced here. The company has invested more than $ 1 million into the new call center and also introduced software from an industry leader.
The company was able to ensure stable operation of the first line of communication with subscribers, which is independent of third parties. The Khmelnytsky call-center is developing rapidly, which has allowed to improve the speed of processing of subscriber appeals and to improve their quality. Now all incoming calls are handled independently, and the average waiting time in the queue is reduced to 30 seconds - for telecom - a good result. Two years of work have shown that the calls received by our own call center are processed faster and better than the outsourcing center.
Currently, the Khmelnytsky Call Center handles over 135,000 incoming calls per month. By the end of the year it is planned to reach 150 000. At the same time, the quality of service is increasing: more and more questions are solved in one call.
On the basis of the Khmelnytsky Call-Center VOLIA also organized an innovative project of developing active sales channels of its services - telemarketing. For this purpose, new training programs were introduced, new conversation cards, simulators, tests were developed - all tools that help to become a sales guru. Now there is a service for attracting new subscribers.
New tasks and increased services have become a challenge for the staff of the center, which is constantly updated with young ambitious employees. For them the company opens new opportunities and development zones. Khmelnitsky Center staff has many successful cases, dozens of plans completed, and even several victories.
In particular, Zabolotnaya Nina, the head of the Khmelnytsky Call Center, became the winner of the national award for achievements in the DzWinner contact center industry.