Russia's Beeline recently announced that it has created new contact centers whose employees can advise clients from home.
The first remote contact centers were opened in Smolensk, Lipetsk, Kursk, Kazan, Izhevsk and Kostroma. The project created new jobs in the regions and improved customer service. Distributed contact centers will help you advise even more customers, reduce response times and improve service quality. In the near future, remote contact centers will appear in other cities of Russia.
Now the recruitment of employees for contact centers is carried out in regional centers, in the future it is planned to hire residents from settlements located in the regions. After a successful interview, prospective employees undergo training. The company offers employees flexible working hours, voluntary medical insurance, corporate cellular communications, discounts on company and partner products, and other corporate bonuses.
Each contact center employs 15 people and a team leader who maintains a high level of service, adapts newcomers, develops a corporate culture and creates an effective team. Despite the fact that employees work remotely, they periodically meet to discuss work issues and conduct various team-building activities.
Natalia Samarenkova, Director of customer service, Beeline
Beeline was one of the first in Russia to launch a remote work project in 2016. Now about 90% of the company's employees can work remotely. Based on this successful experience, we created a remote work project for contact centers, thus increasing recruitment opportunities and improving the quality of customer service.
