Diagnosis of Activities and Analysis of the System of the Additional Sales at the Call Centers Tele2 Russia

The contact center turned today into the irreplaceable business tool promoting increase of overall performance, optimization ofcustomer service and to expansion of client base. If earlier contact centers were demanded generally by mobile operators and theorganizations of financial sector (banks, insurance and investment companies), now their popularity grows and in such areas, as afixed telephony, retail services, public sector. In the latter case existence of contact center allows to increase considerably level ofservice of the population, efficiency of carrying out this or that governmental program or an initiative. In article подымаются thequestions connected with a today’s difficult economic situation when increase of level of loyalty of the client is one of the mostimportant problems of any business, contact centers represent the effective tool for its decision. During crisis the management ofthe enterprises in increasing frequency addresses to such department as contact center as he allows to estimate correctly a marketsituation, to collect and analyze information necessary for adoption of important business solutions.