STRONG TEAM-SUCCESSFUL BUSINESS: “ROSTELECOM” ARMENIA PRESENTS THE SUCCESS STORY OF OVERCOMING EMERGENCY SITUATION THROUGH TEAMWORK

Due to the epidemic of a new type of coronavirus, Rostelecom has been operating remotely for about four months, except for some departments.

During all this time, the company has improved a number of services aimed at effective work management and customer service, as well as it has come up with modern and innovative offers for home  and business 

It seems that in such situations the most affected types of work are those that has human communication as a main component. Of course, live communication is difficult to replace with remote one, but the company has taken all necessary measures to prevent work functions from suffering. And all this is possible due to the professional, responsible, dedicated TEAM, and the values and skills that they show during the work.

Teamwork Makes The Dream Work

"Difficult situations probably have some uniting feature, and the real image of the team becomes more visible in such situations. The health of the employees is a priority for our company, and most of our team has been working from home for 4 months already. Proud to see how our employees work in such conditions, because different human qualities are revealed, and the potential that sometimes may not be visible on normal working days. We highly appreciate the work of each employee and everybody’s efforts together to achieve success. The result of all this, of course, is more visible to our customers, whose words of satisfaction prove the success of the company's teamwork. "

 

Hayk Faramazyan, General Director of “Rostelecom” Armenia

Unity and Efficiency

"Usually remote work is considered risky in terms of maintaining team spirit, cohesion, as well as ensuring high involvement. Despite the situation, the employees have maintained flexibility, are ready to organize various changes in work, as well as sometimes to perform new functions temporarily, to support colleagues. Thanks to the modern technologies, we continue the recruitment process by conducting remote interviews, meetings and discussions, we continue our program of self-education and development, due to which the HR team is equipped with new knowledge and most importantly, we are available on all platforms via all possible and incredible means of communication.
We are convinced once again that the strong team is the most important factor in any difficult situation.

Ani Grigoryan
Head of Human Resources Management Department

Speed and professionalism

"Thanks to our colleagues, we were able to ensure the remote operation of the Call Center in one day, providing the necessary equipment, devices and relevant programs. We received a large number of calls, the call center was busy, but during this time, no transaction has suffered. And of course it is only due to the team spirit and devotion of our employees, even when out of shift, employees, seeing the number of calls, joined and answered the calls quickly. The result is the index we have today: customer service through Telephone service  has increased almost 9 times more than in the pre-quarantine period. And, of course, this is due to the willingness of the staff of other departments to join the Call Center work providing customer service. We are very grateful to everyone for their dedicated work and positive attitude. "

Anna Ananyan
Head of Customer Care Department

Flexibility and Creativity

The state of emergency was a challenge for all departments including the marketing team. It was necessary to adapt the communication channels to the state of emergency and come up with new situational ideas, offers, products and advertising campaigns. For 4 months now, a number of video conferencing and text messaging applications have become our team's "office", full of creative team buzz. With these means we have active discussions, we share ideas, professional articles and links, changes in the market, which are often accompanied by old and good humors, and we just keep the team spirit at all costs.

This is a new working format, through which new ideas have already been born and realized, a number of advertising campaigns have been implemented, new projects have been launched.

And all this is successfully realized because of the simple reason that we are a TEAM, each member of which, during working hours or outside, is always ready to help others, regardless of the state of emergency.

Tigran Arzumanyan
Head of Marketing Department

Willingness and Dedication

"The state of emergency in the country took us out of our "comfort zone”, helped us to discover ourselves in a new way. Realizing that we live in the 21st century, we could not imagine that high technologies have such a large-scale role in our lives. With their help we were able to easily overcome the challenges thrown, to get out of the situation with honor. We are happy and proud that we were able to rearrange our work with such speed, and even in those conditions we could register the maximum possible result. "

"It seemed that the closure of sales and service offices for a while would cause inactivity for many employees, but the picture is the opposite, even more overloaded than before. The sales team was able to quickly reorganize the work and join the Call Center to support subscribers through telephone service. We were all available 24/7, the notions of weekends, day and night dissapeared, which is really nice when there is a strong and dedicated team. ”

"When the sales and service offices gradually reopene,, in parallel with the main work, it was necessary to be vigilant and keep safety rules. It is nice and responsible at the same tim to be part of the work being done across the country to inform citizens about anti-epidemic measures, safety rules and other important steps. Through such daily work, as well as being example of keping social distance, keeping masks, wearing gloves, and using other disinfectants, we have more knowledgeable, disciplined residents. And in response to the question of one of the customers, "Thus, in fact, these writings are true?!", Let's say that, yes, they are not only true, but also obligatory," mentioned the  employees of Retail Department, complementing each other and remembering cases.

Vigilance and Consistency

"In fact, it is very responsible to work from home, because it is necessary to keep vigilance, to be in constant contact, especially during the first months of the state of emergency, there were active discussions about operators activities in the press and it was necessary to be available at the same time both in practice and at home.Various discussions, projects, and even presentations are held online, and it seems that we ourselves have already been adapted to the new working scale. Moreover, it is an interesting challenge to work from home, because in addition to the main team, other "teammates" are also involved in the work, most often with a large age difference J.

Haykuhi Grigoryan
Deputy-Head of External Communications and Public Relations Unit

Responsibility and Օrganization

"In the activities of the IT department, it seems that only the geography has changed J, it does not matter whether we are inside the office or at home, our employees were able to equip very quickly their colleagues' computers with the necessary software, additional devices were provided as needed. Of course, remote access to office computers, was ensured which was probably one of the most important in this case. To any technical problem presented by the colleagues is given the fastest solution at any moment. ”

Pavel Abelyan
Head of IT Department

 

Risk and Overload

"However, it should be noted that many of company's employees continued to work leaving home. During the state of emergency, “Rostelecom” continued to make home connections at the request of its customers, observing all safety rules. It is very responsible and risky to leave their houses during this time, change the scope of communication, return home, while communicating with colleagues. In addition, the network is monitored on a daily basis to control the workload of the network, to provide subscribers with a consistent, quality connection. Fortunately, the works are carried out successfully. During this time, nobody’s health has been threatened."

Aram Avetisyan, Technical Director