Case Study: Rostelecom achieves a 95-second AHT reduction with ZOOM International's ZOOM ScoreCARD

Reducing AHT in an 800 seat call center

Rostelecom, one of the largest telecommunications operators in Russia and Europe, needed to reduce average handling time (AHT) in its 800-seat technical support call center to lower operating costs. The center processed about 600,000 calls per month, and the existing AHT of 8:10 minutes was creating a significant cost challenge. ZOOM International’s ZOOM ScoreCARD quality management solution was selected to help improve agent performance and coaching efficiency.

ZOOM International implemented ZOOM ScoreCARD along with clearer procedures, better coaching, and cross-training so agents could handle multiple inquiry types. As a result, Rostelecom reduced AHT by 95 seconds in six months, bringing it down from 8:10 to 6:35 minutes. The company attributed 30% of the savings to unifying agent skills and 70% to improved coaching and control, delivering a direct reduction in operating costs.

Rostelecom

Igor Buranov

Head of Distant Services Department