Thursday, February 26 2015 18:35

 In 2015, Beeline is going not only to maintain its customer base in Armenia, but also to enlarge it by expanding the spectrum of its services, enhancing the service quality and the price affordability, Andrey Pyatakhin, Beeline Armenia CEO, told ArmInfo. He said that the company is constantly trying to find out what products in both fixed and mobile services could cause the customers' interest.    

"According to our observations, the number of international calls is very big, and the calls are mostly made to Europe, America and Russia. We are trying to make the prices more attractive and we are also introducing interesting products. For instance, one of the interesting products is the call at the expense of the called subscriber. Judging by the customers' reaction, they are pleased with this service. I can also name the "trust payment" service, i.e. when a subscriber has no money on his/her own account, but he/she dials a certain combination of figures and gets an opportunity to talk with a negative balance. And of course, when working on the Armenian market, which is rather competitive, one should also follow the prices. It is a real honor to compete with our competitors and if the price policy on the market changes, we unambiguously react to it with due regard for our customers' needs and interests. We also have quite strong competitors on the market of fixed communication and here we also follow the prices and develop new projects. Beeline internet optic, for instance, allows the customers to get a new product and higher speed of internet.  Moreover, we do not focus on Yerevan only.

The marzes of Armenia are also in the focus of our attention.  In particular, rural communities are experiencing digitization. So, when receiving a new marketable product, our customers in the marzes stay with us", Pyatakhin said to ArmInfo's correspondent. 

Under a project on improvement of the customer service quality, Beeline declared Feb 26 a "Customer Day" and gave a press-conference dedicated to that day. 

Pyatakhin recalled that Beeline adopted the strategy aimed at enhancing the customer service quality in autumn 2013. Various activities have already been carried out within this framework. For instance, Net Promoter Score (NPS) survey is one of such events currently being carried out via SMS messages. Any subscriber concluding a deal at the Beeline sales and service offices or calling a customer care center gets an SMS message. The subscribers rate the company's services on a scale from 0 to 10. According to him, NPS system allows us to understand how subscribers should be served. "Every day and hour over 2,500 employees work for Beeline subscribers to make the services as simple and convenient as possible and to display an individual approach to each of them. There are still many issues that need to be improved but we take regular measures to this end and will continue to work until we become the most customer-oriented operator on the market", said Pyatakhin.

According to the surveys conducted over the past 6 months, over 7,300 dial-backs were made. Over a dozen procedures were changed, account replenishment terms were waived, service quality control at the offices was enhanced, the queues were reduced, the service quality control at the customer service centers was enhanced, and the call waiting time declined. The company also launched a transparent and clear policy of price formation. 

To note, ArmenTel CJSC (Beeline brand) is a member of VimpelCom Group. VimpelCom is one of the world's largest integrated telecommunications services operators providing voice and data services through a range of traditional and broadband mobile and fixed technologies in Russia, Italy, Ukraine, Kazakhstan, Uzbekistan, Tajikistan, Armenia, Georgia, Kyrgyzstan, Laos, Algeria, Bangladesh, Pakistan, Burundi, Zimbabwe, Central African Republic and Canada. VimpelCom provides services under the "Beeline", "Kyivstar", "Wind", "Infostrada" "Mobilink", "Leo", "banglalink", "Telecel", and "Djezzy" brands. In Q3 2014, the total number of Beeline subscribers in Armenia exceeded 800 thsd, and the number of broadband internet subscribers was 150 thsd