Post on 28-Jul-2018
Effective Multichannel Customer Care: Beeline Case Study
Elena Elizarova Customer Care Director Beeline Russia
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Beeline Today
1992 Foundation of VimpelCom Company
Territory Russia, Italy, Ukraine, Kazakhstan, Uzbekistan, Tajikistan, Armenia, Georgia, Kyrgyzstan, Laos, Algeria, Bangladesh, Pakistan, Burundi, Zimbabwe, Central African Republic and Canada
220M subscribers/ 56.5M @ JSC
Over 270,000 corporate clients
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Core in Russia
MOBILE 57mln
FTTB 2.5 mln
FIXED 250 000
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Beeline Contact Center
Shared Contact Center (10 sites)
5,000 employees
70,000,000 calls/year to the contact center
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Beeline Contact Center
The best contact center of the year Crystal Garnitura Award in the contact centers industry, 2013
“
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Customer Care Channels
2011
Social Media
Chat
1992
Calls
Letters/ Fax
1998
2002
0611 (IVR)
2009
Virtual Consultant
2014
Mobile App.
SMS Customer Care
2005
E-Care
2013
Self Service My.beeline.ru
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Customer Preferences
SMS
96% Calls
1.3% Letters/fax
0.7% E-mails
0.3% Chats
0.1% Social Media
0.1% SMS
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The Most Important KPIs
NPS
SL
FCR
Employees Satisfaction
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The Important KPIs
FCR
Customer Satisfaction
2010 – 94.1%
2010 – 90% 2014 – 92%
2013 - 98%
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NPS - Our Service Indicator
Dec 2013 – 20%
Now – 45%
Change Incentive system and hiring system
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NPS - Our Service Indicator
To become the most loved operator
Easy.
Convenient.
For you!
We will call you back... And calling customers by name
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Facebook and Other Channels
GM Blog
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Digital Revolution in Customer Communication
>8 mln users of
self-service
system
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Better view, consistent
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Our Future
Easy.
Convenient. For you!
The most loved operator