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New cooperation level with clients

Клиентермен өзара әрекеттесудің жаңа деңгейі

In December, 2018 a contact center has been launched in “KTZ Express” JSC within the project “Implementation of the new model of marketing and sales” of the KTZ Business Transformation Programme.

The contact center was created within the contract signed between KTZ Express and KT Cloud Lab (“Kazakhtelecom” JSC subsidiary) companies.

The contact center’s main goal is to improve the level of the client-oriented campaign as well as to create a high-level service for KTZ Express clients.

At present five operators are working at the contact center: four operators handle clients’ phone requests and one operator responds for applications acceptance via e-mail. The clients can apply the contact center from 9.00 a.m. till 9.00 p.m. and get advice on Russian, English and Kazakh languages.

The project team conducted a training on the targeted logistics processes of KTZ Express and job skills in the CRM system (SAP module). These skills help effectively receive incoming calls, advise and provide feedback to customers via e-mail and through the website, update the customer base, distribute applications with further processing and routing in the customer relationship management system SAP CRM.

In December, the following figures were recorded - 508 calls were received, 328 applications were processed by e-mail.

For further information, please do not hesitate to visit www.ktze.kz website or to contact +7 7172 399111 (the contact center number).