VOLIA optimizes its customer service system in the regions
Volia, Ukraine's national telecommunications provider, is beginning the process of unifying its customer service system across its regions, bringing it into line with uniform corporate standards. These measures are part of a program to integrate all regional enterprises under a single brand.
"Since quality and a high level of service have always been and will remain a priority for VOLYA, we began our regional operations by optimizing our customer service system," says VOLYA President Sergey Boyko. "Consumer demands and needs are constantly increasing, and satisfying our customers' needs and wishes is our primary goal."
As a result of these efforts, European-standard contact centers have been opened in all cities where VOLIA's regional enterprises operate, providing ongoing information and consulting support to subscribers through call centers. Furthermore, in all cities, payments for services have been transferred exclusively to cashless payments, similar to utility bills. For customer convenience, customers can now pay for services using various payment systems: bank branches, i-box payment terminals, and, in some cities, online payments using credit cards are now available.
Most regional enterprise websites already offer access to a personalized page for each subscriber, where they can independently track their service usage, manage payments, change their usage profile, order additional services, and more.
"Overall strategies and areas of focus for the entire company will be determined centrally, based on proposals and work results received from each city and carefully analyzed," says Eric Franke, First Vice President and Director of Regional Development at VOLYA.
The company is also working to implement a functional management structure and structure business processes, which should become more organized. Volya has standardized labor relations with staff in all cities and implemented an annual employee performance evaluation system.
"The work to unify all regional enterprises is gaining momentum," says Eric Franke. "Our goal is to 'connect' them, to ensure that all VOLIA enterprises in Ukraine appear as a single entity. It's crucial that employees in the regions feel like they're working for a single company. Special, phased integration programs have been developed for this purpose, and the primary objective remains to bring services in all cities to a uniform professional level."
As previously reported, the integration of all VOLIA regional enterprises under a single brand is expected to occur during 2010. This process is being led by Eric Franke, the company's recently appointed First Vice President and Director of Regional Development.
