Call me, call: the operators of the "Rostelecom Contact Center" handle over 275,000 inquiries a day.

      July 14, 2026 17:30 Society On July 13, Russia celebrates a relatively young professional holiday - Contact Center Operator Day. But even on this festive day, the work of the "Rostelecom Contact Center" does not stop for a minute - its operators are in constant contact with clients of commercial companies and government structures, as well as with "Rostelecom" subscribers in all time zones of the country. In one day, operators at 26 sites in 19 cities handle more than 275,000 calls and inquiries in text chats. The "Rostelecom Contact Center" provides its operators with wide opportunities for development and professional growth; in the past year alone, more than 150 employees received promotions. Andrey Kunitsyn joined the company as a line employee hoping for professional growth. Now he is the head of the customer service automation group in the company. Andrey Kunitsyn, head of the customer service automation group, Lipetsk: "I consider the most important achievement to be the development of the automation direction in the company and the implementation of digital products, as I can say that I joined the IT team just at the time of setting the first global tasks for transformation." Over 45,000 times in a year, employees went through various training formats. An automated knowledge management system has become a reliable assistant for employees, where all necessary information about products and services is stored in a single cloud. Thanks to the use of digital technologies, a hybrid work format is possible. Three-quarters of operators work remotely - virtual workplaces of the "Rostelecom Contact Center" are organized in 1,500 settlements across 82 regions of the country. Alexandra Marchenko, head of the outgoing project service center, Kostroma: "I joined the company in 2009. Over these years, the company has come a long way; we have become participants in global digital changes: modern technologies have been implemented, processes have been automated, multichannel support has been realized, systems based on artificial intelligence, chatbots, and real-time analytics tools have been introduced. Thanks to these transformations, the company has become more flexible and adaptive." More than 200 people have been working at the "Rostelecom Contact Center" for 15 years. Olga Dyikina, head of the information and technical support service groups, Lipetsk: "Since I started working at the company in 2020, I have changed tremendously. Earlier, stressful calls could throw me off balance, but now I know how to turn negativity into positivity and find a way out of any situation. Over these years, I have realized that confidence in my abilities and the ability to convey my thoughts to another person solve everything." Today, the "Rostelecom Contact Center" serves clients from insurance companies, the banking sector, and medical organizations, provides technical support for users of State Services, as well as individuals - "Rostelecom" subscribers. Over the past ten years, the company has implemented more than 250 unique federal projects: support for the Direct Line with the President of Russia, the Unified State Exam, the unified voting day, and many others. Alexander Svyatec, general director of the "Rostelecom Contact Center": "Our operators are the foundation of the work of the 'Rostelecom Contact Center'. We strive to create all the necessary conditions for them to work comfortably and see prospects for professional growth: we are expanding opportunities for hybrid work, improving training courses and mentoring, developing a large knowledge base and electronic assistants that already take on a large part of routine tasks. And the main result of the operators' work - according to statistics, our employees are thanked more than 2 million times a month." NIA "Nizhny Novgorod" has channels on Telegram and MAX. Subscribe to stay updated on the main events, exclusive materials, and operational information. Copyright © 1999—2025 NIA "Nizhny Novgorod". When reprinting, a hyperlink to NIA "Nizhny Novgorod" is mandatory. This resource may contain materials 18+