Customer Retention

Retaining existing customers often requires significantly fewer resources than acquiring new ones. We help companies build regular communication, improve customer satisfaction, and identify potential churn before it occurs.

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Входящие обращения

SLA-контроль

Первая линия поддержки

1

Loyalty Programmes

We inform customers about personalised offers, bonuses, and special programmes, helping maintain interest in the brand and encourage repeat purchases.

2

Proactive Service Calls

We contact existing customers to assess their level of satisfaction, introduce new opportunities, and identify issues that require attention at an early stage.

3

After-Sales Support

We maintain communication with the customer after a purchase or service delivery, helping ensure that expectations have been met and that any questions are resolved as quickly as possible.

4

Service Renewal Reminders

We organise timely notifications regarding contract renewals, subscriptions, service packages, and other recurring services. This communication helps reduce natural customer churn.

5

Customer Satisfaction Surveys — NPS and CSAT

We conduct regular customer experience surveys, measure satisfaction and loyalty, and help companies make decisions based on objective customer feedback.

6

Churn Analysis

We analyse the reasons customers leave, structure the information collected, and provide recommendations that help companies improve service quality, products, and internal processes.

Leadership Team

Every Viatel project is supported by an experienced management team responsible for operational excellence, service quality, recruitment, and continuous project development.

Co-Founder & CEO, Viatel SRL Romania

Olga
Bogatskaya-Jardan

Leads business development in Romania, strategic partnerships, sales, marketing, and international growth.

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CEO, Viatel SRL Moldova

Irina
Shcherban

Oversees daily operations, production management, service quality, workforce performance, and operational efficiency.

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HR Manager

Inna
Deryugina

Responsible for recruitment, onboarding, employee development, and building dedicated teams for each client project.

Corporate trainer / QA specialist

Timur
Topilsky

Responsible for staff training, monitoring the quality of communications and developing customer service standards.

Project Manager, Viatel Moldova

Anna-Maria
Cheban

Coordinates projects in the Moldovan market, oversees the work of teams, monitors operational metrics and ensures client objectives are met.

Project Manager, Viatel SRL Romania

Irina
Arshikhin

Coordinates client projects in Romania, implements processes and monitors compliance with SLAs.

Project Manager, USA Market

Larisa
Adamova

Manages projects for clients in the US and coordinates the operational processes of international projects.

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Let's discuss your business needs

Tell us which business processes you'd like to improve or outsource. Our specialists will evaluate your requirements and recommend the most suitable operating model.