Effective Multichannel Customer Care: Beeline Case Study
Elena Elizarova Customer Care Director Beeline Russia
Information Security Level 1 – Confidential
© 2014 – Proprietary and Confidential Information of Amdocs
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
Information Security Level 1 – Confidential
© 2014 – Proprietary and Confidential Information of Amdocs
Core in Russia
MOBILE 57mln
FTTB 2.5 mln
FIXED 250 000
Information Security Level 1 – Confidential
© 2014 – Proprietary and Confidential Information of Amdocs
Beeline Contact Center
Shared Contact Center (10 sites)
5,000 employees
70,000,000 calls/year to the contact center
Information Security Level 1 – Confidential
© 2014 – Proprietary and Confidential Information of Amdocs
Beeline Contact Center
The best contact center of the year Crystal Garnitura Award in the contact centers industry, 2013
“
”
Information Security Level 1 – Confidential
© 2014 – Proprietary and Confidential Information of Amdocs
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
Information Security Level 1 – Confidential
© 2014 – Proprietary and Confidential Information of Amdocs
Customer Preferences
SMS
96% Calls
1.3% Letters/fax
0.7% E-mails
0.3% Chats
0.1% Social Media
0.1% SMS
Information Security Level 1 – Confidential
© 2014 – Proprietary and Confidential Information of Amdocs
The Most Important KPIs
NPS
SL
FCR
Employees Satisfaction
Information Security Level 1 – Confidential
© 2014 – Proprietary and Confidential Information of Amdocs
The Important KPIs
FCR
Customer Satisfaction
2010 – 94.1%
2010 – 90% 2014 – 92%
2013 - 98%
Information Security Level 1 – Confidential
© 2014 – Proprietary and Confidential Information of Amdocs
NPS - Our Service Indicator
Dec 2013 – 20%
Now – 45%
Change Incentive system and hiring system
Information Security Level 1 – Confidential
© 2014 – Proprietary and Confidential Information of Amdocs
NPS - Our Service Indicator
To become the most loved operator
Easy.
Convenient.
For you!
We will call you back... And calling customers by name
Information Security Level 1 – Confidential
© 2014 – Proprietary and Confidential Information of Amdocs
Facebook and Other Channels
GM Blog
Information Security Level 1 – Confidential
© 2014 – Proprietary and Confidential Information of Amdocs
Digital Revolution in Customer Communication
>8 mln users of
self-service
system
Information Security Level 1 – Confidential
© 2014 – Proprietary and Confidential Information of Amdocs
Better view, consistent
Information Security Level 1 – Confidential
© 2014 – Proprietary and Confidential Information of Amdocs
Our Future
Easy.
Convenient. For you!
The most loved operator