Datagroup national communications service provider opened its own customer call center.
In the first place it will serve small and medium-sized businesses (the SMB segment), as well as company retail customers (B2C segment).
The opening of the center, which is located in Lutsk, is intended to improve the quality of company customer support services. Previously, the telecom service provider used services of an outsourced call center to communicate with its subscribers. The curator of the center creation is Nina Marcin, the Project Manager for building relationships with customers, who joined the Datagroup team in March.
"We will transfer our customers to the new center outside the city. We decided to create our own customer support center out of principle, as outsourcing cannot provide sufficient quality of customer service", says Datagroup Director General Alexander Kardakov.
The customer database is the most valuable asset for Datagroup, and building long-term friendly relations with subscribers is a strategic objective for our company", says the head of the project on building customer relationships Nina Marcin.
The center, which is located in Lutsk, has been operating in test mode for a month, the personnel of the new center have started taking in subscriber calls in Volyn region since early June. The pilot phase enabled the debug operation of the new unit and prepare for the gradual transfer of customers from all regions into the new call center.
The employes for the new unit were selected in May under competitive selection. The first group of 10 employees has already been trained and receives calls now. Another 20 people are completing the training and will soon join the team of the center.