Outbound customer contact solution for MegaFon

Challenge

MegaFon is one of Russian telecommunications market leaders. The company operates in all 83 Russian regions.

Currently, the company implements a company-wide program to enhance corporate contact centers with advanced customer outreach capabilities. A system of outbound calls, which improves performance of the information interaction with customers, has been implemented within this program.

Timeline

2008-2010

Scope

Russia’s largest contact center implementation covers 7 federal districts: Moscow, North West, Central, Caucasian, Volga, Urals and the Siberian branches of MegaFon.

Project delivery

Asteros experts analyzed the needs of each MegaFon branch in the required number of the new system operators and developed recommendations for upgrading contact center equipment and software. Also, tailored telephone call scripts have been developed for individual contact centers.

MegaFon outbound communications system is launched on Avaya Proactive Contact platform and totally has 120 agent seats. The solution functionality provides for:

  • Configuring targeted outbound communications strategies
  • Predictive dialing
  • Real-time control of all direct marketing campaigns
  • Agents performance monitoring

Project result

The implemented outbound customer contact system will enable MegaFon to make their contact center the profit center and provide a rapid return on investment in its modernization.

The outbound customer contact solution will enable the MegaFon company to:

  • Increase revenue through additional sales and expansion of additional services
  • Improve the collection of receivables
  • Conduct market surveys to improve service

Competition in the mobile communication market today is greater than ever - in July 2010 a penetration level of mobile communication in Russia reached 147%. At this high level of mobile technologies usage our company is constantly looking for new opportunities for development. The implemented system of outbound communications gives us such opportunities.

Galina Samoilenko, Head of Service Management Department, MegaFon

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