Ukrainian Direct Marketing Association released the results of the research on the quality of contact centers service of leading telecommunication companies in Ukraine.

Comparison of the research results in 2012-2013 showed that over the past year the level of telephone service in the telecommunications sector has grown considerably.

If in 2012 it was 75% on average, in 2013 it already became 87%. In other words, the increase in the service level is 12%.

MTS Company remains the constant leader during the recent years. The researchers were surprised by Volia Company having demonstrated the improvement in performance by 27%. The telephone service level in Life Company has increased by 31%.

"Telecom companies more and more frequently transfer the function of communication services to outsourcing call-centers. The quality of such call-center services and their professionalism, no doubt, affect the quality of telecom operators customer service in general. Therefore it is very important to entrust only professionals with the transfer of the business processes. An example of a professional outsourcing call-center that is controlling and complying with the standards of quality, can be WinCALL (WinTRADE BPO business line), which has great experience in serving the telecom operators,"- comments Alina Kompanets, CCO of WinTRADE BPO.

The study was conducted by the «mystery calling».