The balanced regional development has always been in the spotlight of Viva-MTS. It is displayed by the numerous initiatives and projects launched in RA regions, including the Regional Call Center opened in Vanadzor.
The Call Center is located in Vanadzor Technology Center (VTC) of Enterprise Incubator Foundation (EIF), in the regional center of information and high technologies. Both the Regional Call Center in Vanadzor and Call Center in Yerevan provide high-quality service to Viva-MTS subscribers and customers in general.
“Viva-MTS emphasizes the importance of regional programs. We prioritize not only technological innovations in the regions, but also the creation of job openings. It helps reducing gaps between the capital’s and the regions’ rates of development while maintaining the high standard of services provided in both Yerevan and the regions. Besides, the Regional Call Center is equipped with modern facilities, and the salaries of the employees are identical with their colleagues’ salaries working in capital,” Armen Avetisian, Viva-MTS General Director, said.
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More than 100 employees work at Viva-MTS Call Center: 20 agents and specialists work at Vanadzor branch, the rest – in Yerevan. They have undergone professional advanced trainings by the Company, providing the same quality of service as in the capital city.
Vanadzor was selected as the place for the first Regional Call Center of Viva-MTS by considering many factors։ among them is the fact that several university branches operate in Vanadzor, there is also a desire to revive the city life and to alleviate the difference in development rates between the capital city and the regions. The Customer service and HR departments of Viva-MTS conducted regional visits to Vanadzor universities presenting job peculiarities and further career opportunities. Viva MTS has a powerful internal educational resource, which allows training employees in the capacity of Support Agents within 3 weeks. They graduate as professionals ready to provide the highest level of customer service. The Company pays great attention to this, because it believes that the level of satisfaction of customers is our priority.
The Call Center of Viva-MTS has been established in 2005. The Call Center operates in 24/7 mode and is the classic way of the customer support by providing high-quality customer service via the Call Center’s hotline (111 short number for Viva-MTS subscribers).
Since 2020, the Call Center was swapped into one of the technologically most advanced and globally top ranked systems for the Contact Centers and currently the Call Center consists of the SIVR (Situational Interactive Voice Response) subsystem for customers’ more personalized automated voice-based self-services and the subsystem for connection to operators to be served by agents and specialists.
In 2022, more than 2,000,000 calls served by agents and specialists of Call Center, and more than 9,000,000 customer calls – in SIVR system via automated self-service.
The permanent advancement of customer support and ensuring customer satisfaction are always within the high priorities of Viva-MTS.