T2 became the owner of five "Oscars" in customer service.

      March 31, 2026 19:00 Society T2, a Russian mobile operator, has won in five categories at the "Crystal Headset" award – a key professional competition in the contact center and remote service industry. The jury noted the resilience of the company's service model, the development of digital solutions, and the high level of expertise of the team. T2 received awards for its comprehensive approach to protecting customers from phone fraud and the use of AI in managing peak loads.

      The operator performed successfully at the "Crystal Headset" award, which brings together leading contact centers and service teams from Russia and the CIS countries and annually determines the best practices in customer service. Hundreds of nominees from the largest companies across various industries participated in the competition.

      T2 won the award for "Most Effective Peak Load Management" and confirmed the resilience of its service in the context of staff shortages and extreme service loads. The company restructured its service processes with a focus on artificial intelligence technology: today it handles 69% of customer scenarios (+2 percentage points year-on-year) and enhances internal service processes – automation tools for employees increased by 11 percentage points in 2025. This allowed for a reduction in response times and improved answer quality by 5 percentage points. Despite the increased load, T2 maintained a high level of customer satisfaction (CSI): it stood at 90%.

      In the category of "Most Effective Fraud Risk Reduction Practice," the jury noted the company's comprehensive approach to customer protection. T2 built an omnichannel support system that combines assistance for victims, proactive threat detection, and user education. In 2026, the specialized hotline received over 28,000 inquiries, of which about 42% were handled by specialists and 58% by automated systems. The total number of inquiries decreased by 15% year-on-year, confirming the effectiveness of preventive measures.

      Individual awards were given to employees of T2's remote service. The company won in the categories of "Best Training Manager," "Best Complaint and Claim Manager," and "Specialist of the Year," confirming the high level of expertise of the team and the professionalism of the support staff.

      Elena Yurina, Director of Remote Service at T2:

      "We build customer service to be convenient and fast: we automate standard inquiries, develop omnichannel scenarios, and invest in the development of new AI tools for both customers and employees. At the same time, where attention and empathy are especially important, we maintain human involvement and adhere to a human-centered approach. Simultaneously, we strengthen the team through practice, training, and continuous development. It is no coincidence that the 'Crystal Headset' is referred to as the 'Oscar' in the industry: for us, these awards are confirmation that this approach truly yields results."

      Alexey Sidorov, Director of the Volga Macroregion at T2:

      "For T2, it is especially important that customers always feel confidence and trust when reaching out to us. Winning in key categories of such an authoritative award as the 'Crystal Headset' is an indicator that our chosen strategy truly meets user expectations. Transparency, security, and care for the customer have been and remain the core values of our work. We will continue to move in this direction, improving technologies and maintaining high standards of interaction so that each of our subscribers receives the necessary and quality service."

      Photo: T2 Press Service

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