News : Rostelecom & Beeper Cooperate On Unique Project Implementation
The business in countries with developed economy has been successfully using, for a long time, the transferring of secondary functions to outsourcing. According to IAOP "State of the Industry Survey 2013", more than 60% of the interviewed heads of the companies in different fields have been practicing outsourcing for more than 7 years. There is also a tendency of transferring to outsourcing more complex functions, carried out with the help of complicated technical models and solutions.
The contemporary Russian market of outsourcing services is at the growth stage. As a rule, "the outsourcer" gets service functions, which can be carried out by a professional more effectively and with lower cost (in comparison with constant maintaining the necessary quantity of staff). It’s a different case, when large-scale and unique projects are to be realized, and the customer and the executor – are large federal companies. In this case, the outsourcing is more like a strategic partnership, than a typical partial transfer of functions to a specializing company. Nowadays, in Russia there are few such projects.
18-19 March in Moscow, within framework of the specialized session "Outsourcing" XIII of the Contact Centers International Forum there was a sizing up of the joint project realization of JSC "Rostelecom" and BEEPER, this project was aimed at reforming the system of remote service. Irina Karelina, the vice director of BEEPER, and Natalya Schetnikova, the head of contact-centers management at Customer service department in JSC "Rostelecom", shared with us the experience of realizing a unique joint project.
The Project Goal:
- The largest communication agent reforms the system of mass clients remote service system in short time maintaining the non-stop operation of service processes
- Increase of customer service
- Large-scale human resources changes
- Optimization of expences
- Creating integrated business-processes
The Time Of Structural Changes
Natalya Schetnikova: One of the key strategic goals of JSC "Rostelecom" – is providing high-quality customer service, based on clear corporate standards and requirements. In order to reach this goal, the modernization of mass clients remote service system was carried out.
Irina Karelina: One of the project requirements was the provision of a non-stop service of JSC "Rostelecom" subscribers in the mode 24/7/365 – all the alterations must have stayed invisible while keeping required criteria of customer service unchanged.
Natalya Schetnikova: There was a huge preparatorywork: the target cities were chosen together, the joint investments were planned, the system of key indexes was developed, the functions of services and departments were defined, the implementation of the main informational systems (the Unified base of knowledge and CRM) was planned. The partner formed the resource base (personnel and the equipment of the work places), developed and implemented the key business processes. There were large-scale works on construction and transfer of 52 contact centers on 8 platforms, mass selection and training of personnel.
We received the integral, flexible, manageable structure with formalized operational processes. At the moment the system is successfully operating, providing the growth of customer service quality indexes. And the subscribers are satisfied – this is the main result of our partnership with BEEPER.
Irina Karelina: I confirm, that we achieved those result, which we predicted together with the partner. The unified centralized service with effective operational management was created, the transparency of costs of services and expenses management were provided, the integrated standards of service and service quality for all customers of JSC "Rostelecom" were implemented. The practical experience of our cooperation shows the high level of reliability and efficacy of the joint work to achieve united goals.
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About Beeper Contact Center:
The BEEPER™ Group of companies consolidated under a common trademark 13 Contact Centers in Russia and Ukraine. The key trends of BEEPER™’s activity involve services of outsourcing contact centers, including arrangement of an enquiry-information service, comprehensive support, marketing, telesales, and service in the automatic mode. In addition to standard services of contact centers the BEEPER™ offers partnership in the projects on optimization and rearrangement of remote service departments for partners in the format of outsourcing management of the partner’s internal contact center. Since 1999, the BEEPER™ Group of companies has implemented more than 600 projects for companies in various business branches.
Rostelecom is Russia's national operator.
Published: Wednesday, May 7, 2014