“Kcell” received Chrystal Earphone® for the Best Customer Service
High level of customer service of "Kcell" JSC has once again received international recognition. At Crystal Earphone® competition "Kcell" company became the winner in two categories - "Best Customer Self-Service Practice" and "Best Customer Service Practices in Social Networks".
Crystal earphone® is a program for nomination of best practices in the field of customer service of Call Center Guru Professional Community*, which has existed since 2005. 270 projects from more than 100 contact centers in Russia, Ukraine, Kazakhstan and Belarus participated in the project this year, which is the highest number in the 12 years that it has been held. There are only 6 people working in “Kcell”’s group that works with the Internet and content providers, who every day communicate with more than 370 thousand subscribers on "Kcell" corporate pages in 6 major social networks and are responsible for 15 local Kazakh forums. Response time to a user request on corporate pages is up to 15 minutes, where in 74% of cases experts begin to process requests in less than 10 minutes. In a twenty-four hours period this group processes, on average, more than 400 subscribers’ inquiries related to network quality, services and products. This is also facilitated by customer self-service tools - Kcell and activ-navigators, personal accounts on official websites, mobile applications - MyActiv, MyKcell, as well as virtual consultants on Kcell and activ websites. By the way, virtual consultants facilitate the work of "live" operators by 70%, while at the same time subscribers’ flow-in to websites increased by more than 40% of all visitors to the official company websites.