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The workers of the invisible front
- "To connect with an operator, press" 0 "
Correspondent NedoSMI failed to look into the eyes of those people whom we never see - the provider of technical support operators
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The first customer support center "Beeline" appeared in early 1995. At that time it consisted of only two operators on 22,000 customers.
Today, it employs 200 people.
Rather, typing 0611, you will get it here. But your call can be transferred in Tver, Nizhny Novgorod, Saratov, Yekaterinburg, Novosibirsk, Khabarovsk, Rostov, Stavropol, Voronezh, Kaluga and Perm. These cities also have customer support centers.
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Operators work in 9 (8 hours on the line + 1 hour lunch) or 12-hour shifts (80 min. Break) schedule 2 by 2.
On average, 9-hour shift employee receives about 170 calls.
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The employees themselves choose to work them with a headset or handset. Most, in my impression, choose the phone.
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Lively conversation can be monitored.
Naturally, all calls are recorded, and "if that" the record can be raised.
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Hall Ticket online. Here, communicate with customers who have specific problems and past prime conversation with the operators.
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