MTS blog


MTS RETAIL REPORT 2015

пятница, апреля 01, 2016

We have recently released a new report on mobile retail market in Russia for 2015. 

You can download the report below.

MTS Retail Report 2015.pdf (909.20 kb)

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MICHAEL HECKER ON RUSSIA'S WTO ACCESSION

суббота, августа 04, 2012

 Dr. Michael Hecker, MTS Vice President for Strategy and Corporate Development, has contributed a blog post on Russia's WTO accession at CNBC.com. Click here to read the article. 

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SUBSCRIBER NUMBERS FOR AUGUST 2011

вторник, сентября 27, 2011

Today, we have released our subscriber numbers for the month of  August 2011. Below is a table outlining the dynamics of our customer base.

Subscribers (mln)August 31, 2011July 31, 2011Growth
Subs
Growth
%
August 31, 2010Growth
Subs
Growth
%
Total consolidated subscribers, eop 101.40 101.64 -0.24 -0.2% 97.24 4.16 4.2%
Russia 70.19 70.82 -0.63 -0.9% 69.11 1.08 1.6%
Ukraine 18.89 18.73 0.160 0.86% 17.99 0.90 5.0%
Uzbekistan 9.83 9.60 0.23 2.4% 7.96 1.88 23.6%
Armenia 2.49 2.49 0.00 0.1% 2.18 0.31 14.2%
MTS Belarus1 4.83 4.79 0.03 0.7% 4.62 0.21 4.5%


Subscriber data for Russian mobile operators is compiled by Advanced Communications and Media, a management consulting and research agency specializing in telecommunications and media. You can view their August subscriber report here.

1 MTS owns a 49% stake in Mobile TeleSystems LLC, a mobile operator in Belarus, which is not consolidated.

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SUBSCRIBER NUMBERS FOR JULY 2011

вторник, августа 30, 2011

Today, we have released our subscriber numbers for the month of  July 2011. Below is a table outlining the dynamics of our customer base.

Subscribers (mln)July 31, 2011June 30, 2011Growth
Subs
Growth
%
July 31, 2010Growth
Subs
Growth
%
Total consolidated subscribers, eop 104.02 103.99 0.11 0.0% 99.31 4.81 4.8%
Russia 70.82 71.08 -0.27 -0.4% 69.30 1.52 2.2%
Ukraine 18.73 18.58 0.151 0.81% 17.71 1.02 5.8%
Uzbekistan 9.60 9.43 0.17 1.8% 7.81 1.8 23.0%
Turkmenistan 2.38 2.38 0.00 0.0% 2.24 0.14 6.1%
Armenia 2.49 2.51 -0.02 -1.0% 2.15 0.33 15.4%
MTS Belarus1 4.79 4.78 0.02 0.4% 4.60 0.20 4.3%


Subscriber data for Russian mobile operators is compiled by Advanced Communications and Media, a management consulting and research agency specializing in telecommunications and media. You can view their July subscriber report here.

1 MTS owns a 49% stake in Mobile TeleSystems LLC, a mobile operator in Belarus, which is not consolidated.

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INTERVIEW WITH TATYANA RODIONOVA, HEAD OF THE MTS CONTACT CENTER FOR THE MACRO-REGION "CENTER"

понедельник, июля 18, 2011


As communications is our business we get to answer tons of questions from our customers. More than 4000 employees in seven contact centers across Russia handle 8 million customer calls a month.  We sat down with Tatyana Rodionova and talked about her experience in managing operations of the MTS contact center in the macro region “Center”, located in Ryazan.

How long have you been working with MTS? How did your career evolve?

I joined MTS ten years ago – in July 2001 – as a specialist of the contact center in Ryazan. Back then, we had small call centers with five to twelve employees scattered across the country. In 2006 the call-centers were consolidated.  Now we have seven call-centers and one center of outgoing contacts – that doesn’t receive incoming calls. As the contact centers were being reorganized, I was promoted to lead the call-center located in Ryazan which covers 16 regions.

How many employees do you have? What is the typical profile of a customer service representative?  What are the requirements for working in the contact center?

We have 640 employees – the majority of which are young university-educated women (with the most popular name being Lena). To work here we require a higher education, PC literacy, excellent communication skills, and articulate speech. Experience, however, is not required; employees receive a month and a half of training once they start working.  Advanced courses and training are also available to those looking to further their careers at the call center..

What is the inflow of inquiries?  Do you process phone calls only?

We handle around 1.8 million inquiries a month. We receive SMS, emails and questions via web-chat, but 99% of customers call us. I believe this is county specific, as Russian customers enjoy talking to customer service.  They would rather speak to a Customer Service Representative than look up the information on the website or use IVR. The customers sing songs, joke and some even flirt with our employees! Of course we have a policy that provides guidance for these situations. Also, we train our employees to reduce the talk time. At MTS, the average talk time is 143 seconds while in the call-centers of Vodafone, with which MTS is a partner network, the conversation on average lasts much longer – maybe as long as 450 seconds.

How have you seen shifts in call volume? Is it cyclical? Are there particular seasons/days/hours that experience higher levels of volume?

The peak hours for us are in the morning on weekdays and in the evening when people are on their way home from work – they often call us from cars or public transport. Days before holidays are very hot, especially before the long New Year’s holidays. As they plan their travels clients call to check their balance, subscribe to services and inquire about roaming prices. Then during the actual holidays and on weekends call volume falls.

What are the main reasons subscribers call the contact center?

Around 35% of the customers call when they have questions about a specific service, terms of usage, or want to understand how to subscribe or unsubscribe to an MTS product.

Customers are increasingly calling us to inquire about the GPRS settings. 12% of the calls are about payments, while 10% of the subscribers call to inquire about the charges to their account. Calls to block/unblock the phone number account for about 9%. 7% are about voice and data plans. Our contact center also handles calls of fixed broadband and pay TV customers (about 45,000 a month).

What are the KPIs for employees?

We strive to provide a superior customer experience and aim to do so as expeditiously as possible. Employees are evaluated based on their ability to provide excellent customer service with a portion of their compensation tied to the successful sales of products and services. We’ve taken a page from Vodafone and leverage their experience on how to most effectively sell our products via the call centers. To evaluate customer satisfaction, our system offers every third customer the opportunity to evaluate the quality of the service they received from 1 to 5. Ranking of the employees is based on the customers’ assessment. We show the ranking of each employee on the screens in the contact center. This establishes a game-like dynamic and inspires healthy competition.

Can you recall an amusing question or story from a customer?


Well, we certainly have a lot of them! One time a woman called and our employee asked her to introduce herself in order to identify her in our database. She says, “Svetlana Lebedeva,” but the search in the database yielded no results. “Try Svetlana Matveeva,” suggests the customer – again no person with such a name. “OK, try Svetlana Kryuchkova. I’ve been with MTS so long that I’ve been married three times!” 

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REPORT ON MOBILE RETAIL IN RUSSIA, Q2 2011

пятница, июля 15, 2011

Today we are issuing a report on mobile retail in Russia during Q2 2011, based on the estimates from our mobile retail network. 

Highlights from the report:
- During Q2 2011, the number of phones sold in Russia is set to increase by 20% compared to Q2 2010 with around 8.8 mln devices sold
- During Q2 2011, the mobile handset market in Russia has expanded by 16% in sales compared to Q2 2010 to reach 36.8 bln rubles
- The average price of mobile phones during Q2 2011 decreased by 3.2% compared to Q2 2010 to reach 4172 rubles
- Sales of smartphones in the sales mix in the MTS retail network during H1 2011 reached 17%
- The market share of MTS retail network grew to 15.2% in Q2 2011 up from 13.7% in Q2 2010 in terms of handests sold (including wholesale sales) 
- MTS-branded handset MTS Basic 140 was the most popular device sold through the MTS retail network, accounting for 4.9% of total units sold  

Please download the complete report
Mobile retail report_H1 2011 ENG_final.pdf (271.97 kb)

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SUBSCRIBER NUMBERS FOR MAY 2011

пятница, июня 24, 2011

Today, we have released our subscriber numbers for the month of May 2011. Below is a table outlining the dynamics of our customer base.

Subscribers (mln) May 31, 2011 Apr 30, 2011 Growth
Subs
Growth
%
May 31, 2010 Growth
Subs
Growth
%
Total consolidated subscribers, eop 103.98 103.87 0.11 0.1% 98.98 5.01 5.1%
Russia 71.37 71.45 -0.08 -0.1% 69.85 1.53 2.2%
Ukraine 18.48 18.38 0.10 0.5% 17.44 1.04 6.0%
Uzbekistan 9.24 9.14 0.10 1.1% 7.48 1.76 23.6%
Turkmenistan 2.38 2.38 0.00 0.0% 2.10 0.28 13.4%
Armenia 2.51 2.52 -0.01 -0.4% 2.11 0.39 18.6%
MTS Belarus1 4.76 4.75 0.01 0.2% 4.56 0.20 4.3%


Subscriber data for Russian mobile operators is compiled by Advanced Communications and Media, a management consulting and research agency specializing in telecommunications and media. You can view their May subscriber report here.

1 MTS owns a 49% stake in Mobile TeleSystems LLC, a mobile operator in Belarus, which is not consolidated.

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SUBSCRIBER NUMBERS FOR APRIL 2011

четверг, мая 26, 2011

Today, we have released our subscriber numbers for the month of April 2011. Below is a table outlining the dynamics of our customer base.

Subscribers (mln) Apr 30, 2011 Mar 31, 2011 Growth
Subs
Growth
%
Apr 30, 2010 Growth
Subs
Growth
%
Total consolidated subscribers, eop 103.87 103.79 0.08 0.1% 98.65 5.22 5.3%
Russia 71.45 71.46 -0.01 0.0% 69.73 1.72 2.5%
Ukraine 18.38 18.28 0.10 0.6% 17.37 1.01 5.8%
Uzbekistan 9.14 9.11 0.03 0.3% 7.43 1.71 23.1%
Turkmenistan 2.38 2.39 0.00 -0.2% 2.01 0.38 18.7%
Armenia 2.52 2.55 -0.03 -1.3% 2.11 0.40 19.0%
MTS Belarus1 4.75 4.75 0.00 -0.1% 4.57 0.18 4.0%


Subscriber data for Russian mobile operators is compiled by Advanced Communications and Media, a management consulting and research agency specializing in telecommunications and media. You can view their April subscriber report here.

1 MTS owns a 49% stake in Mobile TeleSystems LLC, a mobile operator in Belarus, which is not consolidated.

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MTS ACHIEVES FULL 2G COVERAGE IN RUSSIA WITH ENTRY INTO PENZA

среда, апреля 27, 2011



We are pleased to announce that MTS recently received a GSM 900 MHz license in the Penza region giving the Company full 2G coverage in Russia. The license was awarded on April 19, 2011 by the Russian Federal Service for Supervision in the Sphere of Telecom, Information Technologies and Mass Communications (ROSKOMNADZOR) as part of the tender for the GSM 900 frequencies. It is expected that the Company will begin construction of its 2G network in the near future following receipt of the necessary approvals.

MTS already provides mobile voice and data services in the region under its IMT-2000/UMTS (3G) federal license using the HSPA+ standard in the city of Penza, the region’s administrative center, following full commercial launch on December 21, 2010 The first segment of the 3G network was launched in the city of Penza in May 2010. The network currently supports data transfer speeds of up to 21 Mbps, which can be increased to 42 Mbps, and is one of the most advanced mobile networks in Russia. During the first half of 2011, the Company plans to expand coverage to additional five cities and along main transportation arteries.

We also have a fixed-line presence in the region after our acquisition in June 2010 of Penza Telecom, the leading local alternative operator offering broadband internet and cable television services in the cities of Penza and Zarechny. Combined our mobile and fixed assets provide us with a great opportunity to offer convergent products to our subscribers be it voice telephony, internet access, cable television or content, as well as unified billing and centralized customer care. The ability to offer 2G services will benefit both the mass market and the corporates though provision of universal intranetwork roaming and greater coverage of the Penza region. We currently have 15 own stores and around 100 points of sale in the region. MTS will be expanding its retail presence to further stimulate demand for the Company’s products and to better engage existing and prospective subscribers.

 

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SUBSCRIBER NUMBERS FOR MARCH 2011

вторник, апреля 26, 2011
Today, we have released our subscriber numbers for the month of March 2011. Below is a table outlining the dynamics of our customer base.

Subscribers (mln) Mar 31, 2011 Feb 28, 2011 Growth
Subs
Growth
%
Mar 31, 2010 Growth
Subs
Growth
%
Total consolidated subscribers, eop 103.79 104.11 -0.32 -0.3% 97.81 5.98 6.1%
Russia 71.46 71.86 -0.40 -0.6% 69.08 2.38 3.4%
Ukraine 18.28 18.27 0.01 0.1% 17.35 0.93 5.4%
Uzbekistan 9.11 9.11 0.01 0.1% 7.38 1.74 23.5%
Turkmenistan 2.39 2.39 0.00 -0.2% 1.90 0.49 25.9%
Armenia 2.55 2.49 0.06 2.5% 2.11 0.44 20.9%
MTS Belarus1 4.75 4.74 0.01 0.2% 4.57 0.18 4.0%

Subscriber data for Russian mobile operators is compiled by Advanced Communications and Media, a management consulting and research agency specializing in telecommunications and media. You can view their March subscriber report here.

1 MTS owns a 49% stake in Mobile TeleSystems LLC, a mobile operator in Belarus, which is not consolidated.

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Follow me, Josh Tulgan, MTS Director for Corporate Finance and Investor Relations, on twitter

Twitter октября 17, 10:23
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