“Customer Day” at Beeline today

Beeline announced “Customer Day” today during which the company’s leadership is working with subscribers at the sales and service offices.

Beeline adopted the strategy aimed at raising customer service quality in fall 2013. Various activities have been carried out within this framework.

For instance, Net Promoter Score (NPS) survey is one such event presently carried out via SMS messages.

Beeline Armenia CEO Andrey Pyatakhin told journalists that any subscriber concluding a deal at Beeline sales and service offices or calling a customer care center gets an SMS message. Owing to this, the subscribers rate the company’s services on a scale from 0 to 10. According to him, NPS system allows to understand how subscribers should be served.

“Every day and hour over 2500 employees work for Beeline subscribers to make the services as simple and convenient as possible and to demonstrate individual approach to each of them. There are still many issues that need to be improved but we constantly work to this end and will continue to work until we become the most customer-oriented operator in the market”, said Andrey Pyatakhin.

“The number of SMS answers we received in October-November last year did not exceed 4000, however, we went beyond that number already in December and the number reached over 5000 in January this year. The number of SMS messages has increased by 1/3 in just three months and it’s encouraging for us”, said Head of Customer Service Improvement Plan at Beeline Shushanik Ghaltaghchyan.

Beeline noted that in the past six months over a dozen procedures were changed, account replenishment terms were waived, service quality control in offices was increased, the queues were reduced, service quality control in customer service centers was enhanced, and call waiting time was cut.