Our services
Experience
Contact information
A call centre offers an effective way of providing customers or participants of an event with the information they need. They can also help support new and specialized projects.
The Roscongress Foundation is proud to offer a comprehensive range of professional call centre services:
1. Incoming and outgoing calls
2. Multi-channel communications
3. A flexible operator training scheme
4. Support for multiple languages
- Twelve years of experience
- Offices in three cities: Moscow, St. Petersburg, and Vladivostok
- 400 projects with clients based in Russia and abroad
- 2 professional awards Crystal Headset 2020/2021
Our services
1. Launching a call centre
- Drafting technical specifications for the telephone lines launch
- Creating and recording an IVR menu to route incoming calls
- Researching the project and target audience
- Writing a clear and concise script
- Selecting a number for the line, or providing a free 8 800 number (in Russia)
- Making test calls for quality control purposes
- Planning a working schedule for the call centre
- Setting up an auto dialer
- Launching the call centre within three working days
2. Directing calls
- Developing plans for transferring calls to employees internal numbers
- Monitoring the number of calls in the queue
- Customer call-backs
3. Training for operators
- Training operators for a specific product or service
4. Recording and listening to conversations
- Setting up call recording for quality control purposes
5. Support for multiple languages
- Speaking to customers in Russian, English, French, and other languages
6. Professional announcer
- Creating and recording announcements in Russian, English, French, Italian, and other languages
7. Statistical and analytical reports
- Editing scripts based on recorded conversationsCollecting statistics based on call analysis
- Providing detailed reports
8. Additional call centre options
- Setting up remote working for operators
- Configuring schedule call and send message functions for your website
- Developing a voice bot to ease the load on the telephone line
- Creating an online chat function to resolve non-standard situations with customers
9. Setting up and running a hotline
- Launching a thematic hotline within three working days
- A guaranteed ability to handle a high volume of incoming calls during advertising campaigns or events
- The ability to rapidly scale up the number of calls handled
10. Additional information channels
- Setting up other information channels to promote your products and services: messengers, text message notifications, and email marketing.
Experience
For more than 12 years, our call centre has provided assistance to participants of all events run by the Roscongress Foundation and its partners. For international clients, we have set up helplines for participants of the 137th Inter-Parliamentary Union Assembly, the General Assembly of the World Tourism Organization (UNWTO), the Global Manufacturing & Industrialisation Summit (GMIS), and World Energy Congress (WEC).
In 2017, our call centre provided support to participants of the 19th World Festival of Youth and Students the biggest ever edition of the event.
#InThisTogether helpline
In 2020 the Roscongress Foundation became the All-Russia Peoples Fronts general partner for setting up and coordinating a nationwide helpline for elderly people and people with limited mobility who were self-isolating due to the COVID-19 pandemic.
The nationwide helpline was launched in three days and was tasked with taking calls from people who were experiencing difficulties. Since it was first launched over two months ago, the helpline has been transformed into a fully-fledged information centre. The statistics are impressive:
- 10 specialized areas
- Open 24/7
- More than 3,5 million calls answered, and more than 2 million requests registered
- 250 operators
In 2021 our call center was awarded the High Jury Approval prize in two Crystal Headset categories Most Effective Peak Load Management and Best Anti-Crisis Technology Application and Partnership for the helpline project.
For more information about the helpline, visit the Roscongress Foundations blog.
Contact information
Maria Kiseleva
Head of Delegate Management Directorate, the Roscongress Foundation
Tel.: +7 (495) 640 4440
Email: delegate@roscongress.org
The Roscongress Foundation is a socially oriented non-financial development institution and a major organizer of nationwide and international conventions; exhibitions; and business, public, youth, sporting, and cultural events. It was established in pursuance of a decision by the President of the Russian Federation.
The Foundation was established in 2007 with the aim of facilitating the development of Russia’s economic potential, promoting its national interests, and strengthening the country’s image. One of the roles of the Foundation is to comprehensively evaluate, analyse, and cover issues on the Russian and global economic agendas. It also offers administrative services, provides promotional support for business projects and attracting investment, helps foster social entrepreneurship and charitable initiatives.
Each year, the Foundation’s events draw participants from 208 countries and territories, with more than 15,000 media representatives working on-site at Roscongress’ various venues. The Foundation benefits from analytical and professional expertise provided by 5,000 people working in Russia and abroad.
The Foundation works alongside various UN departments and other international organizations, and is building multi-format cooperation with 166 economic partners, including industrialists’ and entrepreneurs’ unions, financial, trade, and business associations from 76 countries worldwide, and 154 Russian public organizations, federal and legislative agencies, and federal subjects.
The Roscongress Foundation has Telegram channels in Russian t.me/Roscongress, English – t.me/RoscongressDirect, and Spanish t.me/RoscongressEsp. Official website and Information and Analytical System of the Roscongress Foundation: roscongress.org.