MIL OSI Translation. Region: Russian Federation –
The Deputy Prime Minister visited one of the contact centers of PJSC Rostelecom.
For a week, the call centers of the unified service 122 received more than 3.5 million calls from citizens. This was announced by Deputy Prime Minister of Russia Dmitry Chernyshenko during a visit to one of the contact centers of PJSC Rostelecom.
The Deputy Prime Minister assessed the readiness of call center 122 for peak loads, talked with service operators, volunteers of the We Are Together movement, who receive calls from citizens.
The event was attended by Mikhail Oseevsky, President and Chairman of the Management Board of PJSC Rostelecom, and Dmitry Kim, Deputy Minister of Digital Development, Communications and Mass Media.
Recall that the unified service 122 was created in all regions on behalf of the President of Russia Vladimir Putin in November 2020.
“In general, across the country, we see that in most regions the work of 122 service centers is debugged and they are ready, if necessary, to triple the number of operators in accordance with federal standards. Medical students and volunteers are already involved in this work, and the possibility of attracting employees of regional MFCs is also being considered. The regions have been provided with resources; subsidies for retrofitting in the amount of 700 million rubles have been sent to them. In particular, the use of digital automatic telephone exchanges made it possible to organize more than 1,000 call centers throughout the country, where more than 4,000 operators work simultaneously,” Dmitry Chernyshenko noted.
The call center of PJSC Rostelecom has about 70 operators per shift. Each employee receives from 200 to 250 calls per day. To increase the staff, volunteers of the We Are Together movement are currently being trained.
As part of the visit of the Deputy Prime Minister, a teleconference was organized with 122 regional call centers.
According to representatives of the Voronezh contact center, on average, operators process from 120 to 150 calls per day. Volunteer training has been organized to triple the staff.
In the Lipetsk region, 150 students of medical schools and 80 volunteers are currently undergoing training to increase the staff of call centers. If necessary, they will be ready to start work.
“The Coordinating Center of the Government of Russia, the Ministry of Digital Development and our colleagues from the ONF regularly monitor the availability of a single service 122 in the constituent entities of Russia. The Popular Front also collects feedback from citizens so that we can constantly improve our services. For us, the main thing is not that a person got through to the service, but that he was able to make an appointment with a doctor, call him at home or get advice on his issues,” said Dmitry Chernyshenko.
The Deputy Prime Minister also added that now more than 70 regions have an average waiting time for a response from a service operator 122 to 1 minute. With subjects where residents have to wait for an answer up to 5 minutes or more, work is being done, they are under control.
Elements of artificial intelligence have been introduced in 60 regions. These are voice virtual online consultants, chat bots or an interactive voice menu. Services allow you to increase the speed of service provision and the number of calls that an operator can receive. The possibility of organizing a callback from the operator is also being worked out. In case of a missed call, the system itself will find such calls and add them to the operator database for subsequent calls.
“In the near future, we plan to introduce unified technological solutions for organizing the work of 122 service call centers. The Ministry of Digital Transformation, together with Rostelecom, has prepared relevant proposals for unified standards. We will discuss them with representatives of the regions in the near future,” the Deputy Prime Minister stressed.
EDITOR’S NOTE: This article is a translation. Apologies should the grammar and or sentence structure not be perfect.