Quality of Kyivstar

Quality No.1

We aim our clients always get top quality telecommunication and customer services. We know that only creating high-quality product allows the company to prosper and bring joy to its clients.

Communication services quality

Kyivstar network demonstrates high quality and productivity of communication services that meets international standards of work of cellular network. Every day we continue working at improvement of communication and coverage quality indicators.

Every year we expand Kyivstar network. Now, as at January 2012, it is more than 14 000 base stations across the country.

We constantly improve the network coverage. Since the time of company’s foundation total amount of investment into Kyivstar network coverage development has made more than $ 3 billion.

Professional planning and usage of high quality equipment of world leading suppliers ensure steady quality of services of Kyivstar. Kyivstar network enters the list of the best world networks by main productivity and quality indicators.

Every year Ericsson Company carries out the audit of network performance in 5 regions (Europe and Middle East, Africa, Asia and Pacific Region, Latin America, North America). In the 4th quarter of 2011 the company carried out international independent audit of key productivity indicators — Network Quality Benchmarking GSM Radio Network Report 2011, Q4 among 79 world operators, which networks are built on Ericsson equipment and that agreed to declare the results.

The quality of communication services is measured by many indicators. They are the share of phone calls with Good Speech Quality, Call Break Frequency, easy redial, including that from different places and under high network load, noise during a call, average transmission rate from base station to clients’ equipment by means of EDGE technology, etc.

The productivity and quality indicators by audit results of Ericsson which allow Kyivstar network to enter 25% world’s best networks:

  • The share of voice calls with Good Speech Quality is more than 96%.
  • The Call Break Frequency is less than one time for 330 minutes.
  • The average speed of data transmission from base station to the clients’ equipment by EDGE technology is about 135 Kb per second.
  • The volume of packet data traffic grows by approximately 5% every month.

Official letter of Ericsson Company (PDF, 272 KB)

Service quality

Kyivstar subscribers get client services at the highest level. Each customer can choose the most convenient way of getting professional advice from company’s specialists.

We are expanding our customer service network (CSC). There are more than 210 centers all over Ukraine, and their number is constantly increasing. The Main center of customer service was opened in Kiev on February 11, 2012. Now it is the biggest and up-to-date CSC in Ukraine with innovative solutions for the clients’ comfort.

More than 9 500 customers address the CSCs every day. The number of information kiosks located in the customer service centers is about 200.

More than 1 000 000 company customers use a unique self-service system My Kyivstar/My DJUICE.

We serve the clients round the clock using the resources of 4 call-centers of our own situated in Kyiv, Dnipropetrovsk, Lviv and Cherkasy.

For three years in succession we participate in the honorable contest of CCG Center Awards “Crystal Headset”. In 2010 we became the winners in two nominations — “The Best Call-Center for Work” and “The Best Client Service Call-Center”; in 2011 we won in “The Best Big Contact Center” nomination. In 2012 Kyivstar call-center became the leader in “The Best Big Contact Center” and “The Best Modernization Program/Development Strategy” nominations.

The winners were chosen with regard to the quality of client service, experts’ working rates and the level of call-center integration into the company’s business processes. Clients’ and Kyivstar employees’ responses and assessments were also taken into consideration.

Every quarter Kyivstar gets feedback from its clients on the quality of service in call-center and customer service centers. Their responses and remarks make the basis of People’s Assessment Program of the company. In 2011 the customers evaluated the service specialists’ performance as “very good”. More than 200 000 operator’s subscribers participated in People’s Assessment Program.

During the year 1 200 Kyivstar call-center employees provided around 33 mln professional advices. In 2011 Kyivstar customers kept on marking the growth of service quality when addressing the company call-center. Thus, in the 4th quarter the experts of phone support obtained the highest mark during the year — 4.54 points. The annual average mark for performance of Kyivstar call-center operators made 4.5 points.

The average mark for the work of Subscriber Service Center specialists made 4.59 points in 2011.

We do it caring for you, our clients, so that you could further entrust us the greatest value — your communication.