The turnover rate of remote employees of the VSK Insurance House turned out to be 16% lower compared to office employees. This was stated by Olga Tsyplakova, Deputy General Director for Operational Support at the VSK Insurance House, as part of a speech on "Attracting and retaining staff in conditions of high competition and personnel shortage" at the conference "Modern Contact Centers 2024".
Today, the company has one of the most modern automated contact centers in the insurance industry in Russia. It employs more than 400 employees who have access to a detailed digital profile of the client. This ensures the most personalized interaction and processing of 99% of incoming calls within two minutes. At the same time, the dial-up time to the operator is less than 20 seconds. Omnichannel communication with customers is also developing: communications are conducted through popular messengers and a chatbot in the VSK Insurance mobile application.
However, the Russian market is experiencing an acute shortage of professional staff for contact centers. In this regard, it is necessary to automate the work of operators as much as possible, as well as create the best conditions for them to adapt at work in order to avoid staff turnover.
To extend the "life span" of employees at VSK, the "Caring at Work" project was developed, which allows staff to be involved in the corporate culture of the company and provides opportunities for professional and financial growth. A specially hired adaptologist takes over the functions of adapting an employee, each new employee participates in THEIR loyalty program with a corporate VMI, and also receives additional payments for work and has a hybrid schedule in the office or 100 percent remote work.
"For many employees of the contact center, "remote" is considered a great advantage. It allows you to work from anywhere in Russia, while the income level of the VSK contact center operator is often higher than the average salary in the employee's home region. The company itself gets the opportunity to staff the headquarters with motivated and trained personnel. Now we plan to increase the share of domestic employees, create conditions for the vertical growth of their careers and conduct team building for them," Olga Tsyplakova said.
Please note that this press release is based on materials provided by the company. AK&M Information Agency shall not be held liable for its contents, nor for the legal and other consequences of its publication.
