Operators, about salons and service

The gradual refusal to serve subscribers in salons is openly “voiced”, sales of phones and accessories do not pay off the costs. The trouble is that with this approach, remote service mechanisms should work perfectly, and they work far from perfect. And sometimes they don't work at all. And “where should the peasant go”?

Surely many of you still remember the famous phrase "the economy must be economical!". Judging by the scale of bribes, it was about the personal economic development of individual (under house arrest) leaders of economic development, but this is a non-core topic for us. But the fate and development (?) of sales and service points is a very specialized topic. Even more specialized is the topic of self-service tools, to which operators are purposefully trying to transfer the maximum number of subscribers.

About "salons" and "points"

An interesting article about cellular retail was recently published in the Vedomosti newspaper, you can read it here. The publication refers to the MegaFon report, data from analytical agencies (for example, AC & M-Consulting) and expert comments, so the figures and forecasts given can most likely be trusted.

According to experts, the number of operator salons is excessive: the number of outlets has increased, while sales volumes have not increased, or even decreased. Fans of numbers can get acquainted with them in the article, or even better - read yesterday's monumental work by Eldar here, a detailed analysis of the state and prospects of retail sales networks. We, as subscribers, are more interested in the general vectors of development from the standpoint of service. For example, MegaFon CEO Sergei Soldatenkov expressed his intention to reduce the operator's retail network by 25-40% over the next 3-5 years. They assure that little-visited salons will be closed first of all.

After the termination of the contract with Svyaznoy, MTS actively expanded its own network, and now the operator has much more sales and service points than any of its competitors. If the trends continue, then "optimization" with the closure of some points is not excluded. What would be a shame, they were not opened for that.

Nothing is written about Beeline, but the trends are probably the same, and my own experience is a little alarming. It was necessary to pay a debt to the personal account and reissue the number, it did not work on the first attempt. The area used to have a tiny dealer point, a large Know-How salon and a full-fledged service office from time immemorial. The salon and office were closed, another dealer point was opened instead, I had to take the metro. I'm afraid that here too the process of "optimization" to reduce costs.

Perspectives

It is clear that you cannot put an operator's cabin on every corner. It is also clear that the vast majority of customers go to the operator's salon to put money on the balance of the phone, replace or buy another SIM card. The service of transferring money to another city or country is also popular. Yes, I almost forgot about those who find out where the money went and who want to turn off the imposed service or content.

All this does not require special qualifications and full access to the system, you can save a lot on employee training. There are also relatively complex actions, especially when servicing legal entities, you can’t get away from this. But here there is an interesting practice of remote centralization of the process. In some city where rent is cheaper and salaries are lower, a large office will be organized that serves all points of sale. The salon employee only needs to scan and send the application plus the rest of the documents on the list. The decision process sometimes stretches for several days, but these are the costs of “optimization”. And I'm afraid that sooner or later all operators will come to service according to such a scheme. Points of sale will only deal with sales and serve as an intermediate link between the client and the scanner in all cases where the issue cannot be resolved by a USSD command from the phone.

Help yourself

As you understand, numerous self-service systems are created and developed not "for the love of art", but for the sake of saving valuable time for employees of points of sale and contact centers. A variety of support services in social networks serve the same purpose: the main thing is to take communication offline to rationally allocate employee time. We are already accustomed to the fact that modest average monthly communication costs mean the inability to reach the contact center using a standard short number, the system is on the alert and does not allow a low-income client to squander a valuable human resource. Willy-nilly, you have to write to email or social networks, resigning yourself to unpredictable response time to an appeal. In such a situation, it is often easier and faster to master the Personal Account and other account management tools yourself.

Actually, all the operators are pushing us towards this together and persistently. Look, even MGTS donates half of the expensive advertising space of its account for another reminder of the existence of self-service tools. Judging by the current trends in reducing the number of points of sale and service, getting help or advice "here and now" will be more and more difficult. We will have to put up with this, be more actively engaged in the development of all this technology and stop considering ourselves a “precious client”, whom everyone is obliged to vying with each other to appease for his spending on communications in the amount of 200-300 rubles. per month.

On the other side of the counter

Undoubtedly, the operators do a lot to help us, the stupid ones, with the difficult tasks of managing our own account. And with the expansion of the functionality of phones, you have to manage a lot of things, remember the same mobile payments and banking services. But is everything done right? As far as I can see, the main efforts are being made in the continuous improvement of Personal Accounts and mobile applications for smartphones that duplicate Personal Accounts. And here you involuntarily ask yourself the question: why so often? Done, everything works - leave the tool alone, do not force users to relearn regularly, cursing while searching for the necessary functions.

All sorts of fashionable tiles-buttons are not so bad, the developers are still constantly improving the "offal" of their products. For example, there is an excellent Mobile Balance program that itself monitors as many phones of different operators as you like and, I dare to assume, saves contact centers and salons from the questions of many users. So: a week rarely passes without one of the developers changing something in the Personal Account and the program no longer “sees” the balance. As a result, everyone is worse.

Another aspect is USSD commands and SMS commands. It seems to me that in their passion for the continuous improvement of Personal Accounts, operators do not pay enough attention to these useful tools. Once upon a time, a subscriber, along with a SIM card, received a “Subscriber Directory”, a voluminous brochure with 60 pages of small print. There were all USSD and SMS commands with their descriptions. What do we get now? Maximum - a sheet or "accordion" with the most basic USSD. And then, if we ask ourselves. And this despite the fact that since then the teams have become much larger. Let not everyone need such "Reference books" and want to save on printing, but at least you can put it on the racks of salons? By God, save more by removing some of the burden from contact centers and salon employees.

Free classifieds in Mowlem

About content

A separate issue is the famous content subscriptions, all operators “dabble” with this. Although now smaller than a couple of years ago, it is still one of the most popular reasons for contacting salons and contact centers. The other day they appeared at my place in Tele2, somehow they didn’t come across before.

And then there is a direct wave of offers to watch the video, and in half of the cases an SMS with a confirmation code comes by itself and immediately. Thank you that the code itself is not substituted and sent, but there are such schemes. And all this disgrace in the process of reading the news on a major news site, not on an entertainment or porn resource. And it gets out by itself, in the process of scrolling the page without any clicks. No wonder there are so many victims.

As a bonus to those who have read our material to the end, a useful micro-guide on blocking content subscriptions in MegaFon, spied on the forum. It is no secret that this operator practices many types of content bans. And if you started swearing at “stole money!” and demand to turn it all off, then you will be banned for 3 months only on the type of content from which you have suffered. That it won't hurt you to attack another type of subscription even half an hour after setting the "prohibition".

  1. To set a ban on the "Mobile Subscriptions" service for a period of 3 months, send SMS SETBAN1 to 5151.
  2. To set a ban on the "Access to infotainment services when clicking on URL links" service for a period of 3 months, send SMS USTPBK1 to 5151.
  3. In order to set a ban on the service using "Short" numbers (in terms of using WEB-requests) for a period of 3 months, send SMS NETCLICK1 to 5151.
  4. In order to set a ban on your own MegaFon subscriptions for a period of 90 days, send an SMS USTZANBARETSP to 5051 (namely, to 5051, not 5151).
  5. In order to set a ban on subscriptions 18+ for a period of 3 months, send an SMS to 5051.

You can cut it out and hang it on the wall in a frame, it also doesn't hurt to fill in the dates in the planner so you don't forget to update the bans in three months.

The creation of a special content account with a zero balance also helps, but this is also not a panacea. Last summer, I wrote about a beautiful scheme for “dragging” a content subscription past a special account through the “mobile payment” service, you can read it here. Only disabling the “mobile payment” service itself will help with the *191*# command.

Of course, one cannot count on the appearance of commands in directories and on the website to combat paid content, here the operator agrees to endure the harassment of annoying users. But, returning to the main topic, it would be very nice to get a paper guide for at least all the other commands. If they save money by promoting self-service systems, then you need to deal with this issue in all directions.

Operators, about salons and service

The gradual refusal to serve subscribers in salons is openly “voiced”, sales of phones and accessories do not pay off the costs. The trouble is that with this approach, remote service mechanisms should work perfectly, and they work far from perfect. And sometimes they don't work at all. And “where should the peasant go”?

Surely many of you still remember the famous phrase "the economy must be economical!". Judging by the scale of bribes, it was about the personal economic development of individual (under house arrest) leaders of economic development, but this is a non-core topic for us. But the fate and development (?) of sales and service points is a very specialized topic. Even more specialized is the topic of self-service tools, to which operators are purposefully trying to transfer the maximum number of subscribers.

About "salons" and "points"

An interesting article about cellular retail was recently published in the Vedomosti newspaper, you can read it here. The publication refers to the MegaFon report, data from analytical agencies (for example, AC & M-Consulting) and expert comments, so the figures and forecasts given can most likely be trusted.

According to experts, the number of operator salons is excessive: the number of outlets has increased, while sales volumes have not increased, or even decreased. Fans of numbers can get acquainted with them in the article, or even better - read yesterday's monumental work by Eldar here, a detailed analysis of the state and prospects of retail sales networks. We, as subscribers, are more interested in the general vectors of development from the standpoint of service. For example, MegaFon CEO Sergei Soldatenkov expressed his intention to reduce the operator's retail network by 25-40% over the next 3-5 years. They assure that little-visited salons will be closed first of all.

After the termination of the contract with Svyaznoy, MTS actively expanded its own network, and now the operator has much more sales and service points than any of its competitors. If the trends continue, then "optimization" with the closure of some points is not excluded. What would be a shame, they were not opened for that.

Nothing is written about Beeline, but the trends are probably the same, and my own experience is a little alarming. It was necessary to pay a debt to the personal account and reissue the number, it did not work on the first attempt. The area used to have a tiny dealer point, a large Know-How salon and a full-fledged service office from time immemorial. The salon and office were closed, another dealer point was opened instead, I had to take the metro. I'm afraid that here too the process of "optimization" to reduce costs.

Perspectives

It is clear that you cannot put an operator's cabin on every corner. It is also clear that the vast majority of customers go to the operator's salon to put money on the balance of the phone, replace or buy another SIM card. The service of transferring money to another city or country is also popular. Yes, I almost forgot about those who find out where the money went and who want to turn off the imposed service or content.

All this does not require special qualifications and full access to the system, you can save a lot on employee training. There are also relatively complex actions, especially when servicing legal entities, you can’t get away from this. But here there is an interesting practice of remote centralization of the process. In some city where rent is cheaper and salaries are lower, a large office will be organized that serves all points of sale. The salon employee only needs to scan and send the application plus the rest of the documents on the list. The decision process sometimes stretches for several days, but these are the costs of “optimization”. And I'm afraid that sooner or later all operators will come to service according to such a scheme. Points of sale will only deal with sales and serve as an intermediate link between the client and the scanner in all cases where the issue cannot be resolved by a USSD command from the phone.

Help yourself

As you understand, numerous self-service systems are created and developed not "for the love of art", but for the sake of saving valuable time for employees of points of sale and contact centers. A variety of support services in social networks serve the same purpose: the main thing is to take communication offline to rationally allocate employee time. We are already accustomed to the fact that modest average monthly communication costs mean the inability to reach the contact center using a standard short number, the system is on the alert and does not allow a low-income client to squander a valuable human resource. Willy-nilly, you have to write to email or social networks, resigning yourself to unpredictable response time to an appeal. In such a situation, it is often easier and faster to master the Personal Account and other account management tools yourself.

Actually, all the operators are pushing us towards this together and persistently. Look, even MGTS donates half of the expensive advertising space of its account for another reminder of the existence of self-service tools. Judging by the current trends in reducing the number of points of sale and service, getting help or advice "here and now" will be more and more difficult. We will have to put up with this, be more actively engaged in the development of all this technology and stop considering ourselves a “precious client”, whom everyone is obliged to vying with each other to appease for his spending on communications in the amount of 200-300 rubles. per month.

On the other side of the counter

Undoubtedly, the operators do a lot to help us, the stupid ones, with the difficult tasks of managing our own account. And with the expansion of the functionality of phones, you have to manage a lot of things, remember the same mobile payments and banking services. But is everything done right? As far as I can see, the main efforts are being made in the continuous improvement of Personal Accounts and mobile applications for smartphones that duplicate Personal Accounts. And here you involuntarily ask yourself the question: why so often? Done, everything works - leave the tool alone, do not force users to relearn regularly, cursing while searching for the necessary functions.

All sorts of fashionable tiles-buttons are not so bad, the developers are still constantly improving the "offal" of their products. For example, there is an excellent Mobile Balance program that itself monitors as many phones of different operators as you like and, I dare to assume, saves contact centers and salons from the questions of many users. So: a week rarely passes without one of the developers changing something in the Personal Account and the program no longer “sees” the balance. As a result, everyone is worse.

Another aspect is USSD commands and SMS commands. It seems to me that in their passion for the continuous improvement of Personal Accounts, operators do not pay enough attention to these useful tools. Once upon a time, a subscriber, along with a SIM card, received a “Subscriber Directory”, a voluminous brochure with 60 pages of small print. There were all USSD and SMS commands with their descriptions. What do we get now? Maximum - a sheet or "accordion" with the most basic USSD. And then, if we ask ourselves. And this despite the fact that since then the teams have become much larger. Let not everyone need such "Reference books" and want to save on printing, but at least you can put it on the racks of salons? By God, save more by removing some of the burden from contact centers and salon employees.

Free classifieds in Mowlem

About content

A separate issue is the famous content subscriptions, all operators “dabble” with this. Although now smaller than a couple of years ago, it is still one of the most popular reasons for contacting salons and contact centers. The other day they appeared at my place in Tele2, somehow they didn’t come across before.

And then there is a direct wave of offers to watch the video, and in half of the cases an SMS with a confirmation code comes by itself and immediately. Thank you that the code itself is not substituted and sent, but there are such schemes. And all this disgrace in the process of reading the news on a major news site, not on an entertainment or porn resource. And it gets out by itself, in the process of scrolling the page without any clicks. No wonder there are so many victims.

As a bonus to those who have read our material to the end, a useful micro-guide on blocking content subscriptions in MegaFon, spied on the forum. It is no secret that this operator practices many types of content bans. And if you started swearing at “stole money!” and demand to turn it all off, then you will be banned for 3 months only on the type of content from which you have suffered. That it won't hurt you to attack another type of subscription even half an hour after setting the "prohibition".

  1. To set a ban on the "Mobile Subscriptions" service for a period of 3 months, send SMS SETBAN1 to 5151.
  2. To set a ban on the "Access to infotainment services when clicking on URL links" service for a period of 3 months, send SMS USTPBK1 to 5151.
  3. In order to set a ban on the service using "Short" numbers (in terms of using WEB-requests) for a period of 3 months, send SMS NETCLICK1 to 5151.
  4. In order to set a ban on your own MegaFon subscriptions for a period of 90 days, send an SMS USTZANBARETSP to 5051 (namely, to 5051, not 5151).
  5. In order to set a ban on subscriptions 18+ for a period of 3 months, send an SMS to 5051.

You can cut it out and hang it on the wall in a frame, it also doesn't hurt to fill in the dates in the planner so you don't forget to update the bans in three months.

The creation of a special content account with a zero balance also helps, but this is also not a panacea. Last summer, I wrote about a beautiful scheme for “dragging” a content subscription past a special account through the “mobile payment” service, you can read it here. Only disabling the “mobile payment” service itself will help with the *191*# command.

Of course, one cannot count on the appearance of commands in directories and on the website to combat paid content, here the operator agrees to endure the harassment of annoying users. But, returning to the main topic, it would be very nice to get a paper guide for at least all the other commands. If they save money by promoting self-service systems, then you need to deal with this issue in all directions.

Operators, about salons and service

The gradual refusal to serve subscribers in salons is openly “voiced”, sales of phones and accessories do not pay off the costs. The trouble is that with this approach, remote service mechanisms should work perfectly, and they work far from perfect. And sometimes they don't work at all. And “where should the peasant go”?

Surely many of you still remember the famous phrase "the economy must be economical!". Judging by the scale of bribes, it was about the personal economic development of individual (under house arrest) leaders of economic development, but this is a non-core topic for us. But the fate and development (?) of sales and service points is a very specialized topic. Even more specialized is the topic of self-service tools, to which operators are purposefully trying to transfer the maximum number of subscribers.

About "salons" and "points"

An interesting article about cellular retail was recently published in the Vedomosti newspaper, you can read it here. The publication refers to the MegaFon report, data from analytical agencies (for example, AC & M-Consulting) and expert comments, so the figures and forecasts given can most likely be trusted.

According to experts, the number of operator salons is excessive: the number of outlets has increased, while sales volumes have not increased, or even decreased. Fans of numbers can get acquainted with them in the article, or even better - read yesterday's monumental work by Eldar here, a detailed analysis of the state and prospects of retail sales networks. We, as subscribers, are more interested in the general vectors of development from the standpoint of service. For example, MegaFon CEO Sergei Soldatenkov expressed his intention to reduce the operator's retail network by 25-40% over the next 3-5 years. They assure that little-visited salons will be closed first of all.

After the termination of the contract with Svyaznoy, MTS actively expanded its own network, and now the operator has much more sales and service points than any of its competitors. If the trends continue, then "optimization" with the closure of some points is not excluded. What would be a shame, they were not opened for that.

Nothing is written about Beeline, but the trends are probably the same, and my own experience is a little alarming. It was necessary to pay a debt to the personal account and reissue the number, it did not work on the first attempt. The area used to have a tiny dealer point, a large Know-How salon and a full-fledged service office from time immemorial. The salon and office were closed, another dealer point was opened instead, I had to take the metro. I'm afraid that here too the process of "optimization" to reduce costs.

Perspectives

It is clear that you cannot put an operator's cabin on every corner. It is also clear that the vast majority of customers go to the operator's salon to put money on the balance of the phone, replace or buy another SIM card. The service of transferring money to another city or country is also popular. Yes, I almost forgot about those who find out where the money went and who want to turn off the imposed service or content.

All this does not require special qualifications and full access to the system, you can save a lot on employee training. There are also relatively complex actions, especially when servicing legal entities, you can’t get away from this. But here there is an interesting practice of remote centralization of the process. In some city where rent is cheaper and salaries are lower, a large office will be organized that serves all points of sale. The salon employee only needs to scan and send the application plus the rest of the documents on the list. The decision process sometimes stretches for several days, but these are the costs of “optimization”. And I'm afraid that sooner or later all operators will come to service according to such a scheme. Points of sale will only deal with sales and serve as an intermediate link between the client and the scanner in all cases where the issue cannot be resolved by a USSD command from the phone.

Help yourself

As you understand, numerous self-service systems are created and developed not "for the love of art", but for the sake of saving valuable time for employees of points of sale and contact centers. A variety of support services in social networks serve the same purpose: the main thing is to take communication offline to rationally allocate employee time. We are already accustomed to the fact that modest average monthly communication costs mean the inability to reach the contact center using a standard short number, the system is on the alert and does not allow a low-income client to squander a valuable human resource. Willy-nilly, you have to write to email or social networks, resigning yourself to unpredictable response time to an appeal. In such a situation, it is often easier and faster to master the Personal Account and other account management tools yourself.

Actually, all the operators are pushing us towards this together and persistently. Look, even MGTS donates half of the expensive advertising space of its account for another reminder of the existence of self-service tools. Judging by the current trends in reducing the number of points of sale and service, getting help or advice "here and now" will be more and more difficult. We will have to put up with this, be more actively engaged in the development of all this technology and stop considering ourselves a “precious client”, whom everyone is obliged to vying with each other to appease for his spending on communications in the amount of 200-300 rubles. per month.

On the other side of the counter

Undoubtedly, the operators do a lot to help us, the stupid ones, with the difficult tasks of managing our own account. And with the expansion of the functionality of phones, you have to manage a lot of things, remember the same mobile payments and banking services. But is everything done right? As far as I can see, the main efforts are being made in the continuous improvement of Personal Accounts and mobile applications for smartphones that duplicate Personal Accounts. And here you involuntarily ask yourself the question: why so often? Done, everything works - leave the tool alone, do not force users to relearn regularly, cursing while searching for the necessary functions.

All sorts of fashionable tiles-buttons are not so bad, the developers are still constantly improving the "offal" of their products. For example, there is an excellent Mobile Balance program that itself monitors as many phones of different operators as you like and, I dare to assume, saves contact centers and salons from the questions of many users. So: a week rarely passes without one of the developers changing something in the Personal Account and the program no longer “sees” the balance. As a result, everyone is worse.

Another aspect is USSD commands and SMS commands. It seems to me that in their passion for the continuous improvement of Personal Accounts, operators do not pay enough attention to these useful tools. Once upon a time, a subscriber, along with a SIM card, received a “Subscriber Directory”, a voluminous brochure with 60 pages of small print. There were all USSD and SMS commands with their descriptions. What do we get now? Maximum - a sheet or "accordion" with the most basic USSD. And then, if we ask ourselves. And this despite the fact that since then the teams have become much larger. Let not everyone need such "Reference books" and want to save on printing, but at least you can put it on the racks of salons? By God, save more by removing some of the burden from contact centers and salon employees.

Free classifieds in Mowlem

About content

A separate issue is the famous content subscriptions, all operators “dabble” with this. Although now smaller than a couple of years ago, it is still one of the most popular reasons for contacting salons and contact centers. The other day they appeared at my place in Tele2, somehow they didn’t come across before.

And then there is a direct wave of offers to watch the video, and in half of the cases an SMS with a confirmation code comes by itself and immediately. Thank you that the code itself is not substituted and sent, but there are such schemes. And all this disgrace in the process of reading the news on a major news site, not on an entertainment or porn resource. And it gets out by itself, in the process of scrolling the page without any clicks. No wonder there are so many victims.

As a bonus to those who have read our material to the end, a useful micro-guide on blocking content subscriptions in MegaFon, spied on the forum. It is no secret that this operator practices many types of content bans. And if you started swearing at “stole money!” and demand to turn it all off, then you will be banned for 3 months only on the type of content from which you have suffered. That it won’t hurt you to rob another type of subscription even half an hour after setting the “prohibition”.

  1. To set a ban on the "Mobile Subscriptions" service for a period of 3 months, send SMS SETBAN1 to 5151.
  2. To set a ban on the "Access to infotainment services when clicking on URL links" service for a period of 3 months, send SMS USTPBK1 to 5151.
  3. In order to set a ban on the service using "Short" numbers (in terms of using WEB-requests) for a period of 3 months, send SMS NETCLICK1 to 5151.
  4. In order to set a ban on your own MegaFon subscriptions for a period of 90 days, send an SMS USTZANBARETSP to 5051 (namely, to 5051, not 5151).
  5. In order to set a ban on subscriptions 18+ for a period of 3 months, send an SMS to 5051.

You can cut it out and hang it on the wall in a frame, it also doesn't hurt to fill in the dates in the planner so you don't forget to update the bans in three months.

The creation of a special content account with a zero balance also helps, but this is also not a panacea. Last summer, I wrote about a beautiful scheme for “dragging” a content subscription past a special account through the “mobile payment” service, you can read it here. Only disabling the “mobile payment” service itself will help with the *191*# command.

Of course, one cannot count on the appearance of commands in directories and on the website to combat paid content, here the operator agrees to endure the harassment of annoying users. But, returning to the main topic, it would be very nice to get a paper guide for at least all the other commands. If they save money by promoting self-service systems, then you need to deal with this issue in all directions.

Operators, about salons and service

The gradual refusal to serve subscribers in salons is openly “voiced”, sales of phones and accessories do not pay off the costs. The trouble is that with this approach, remote service mechanisms should work perfectly, and they work far from perfect. And sometimes they don't work at all. And “where should the peasant go”?

Surely many of you still remember the famous phrase "the economy must be economical!". Judging by the scale of bribes, it was about the personal economic development of individual (under house arrest) leaders of economic development, but this is a non-core topic for us. But the fate and development (?) of sales and service points is a very specialized topic. Even more specialized is the topic of self-service tools, to which operators are purposefully trying to transfer the maximum number of subscribers.

About "salons" and "points"

An interesting article about cellular retail was recently published in the Vedomosti newspaper, you can read it here. The publication refers to the MegaFon report, data from analytical agencies (for example, AC & M-Consulting) and expert comments, so the figures and forecasts given can most likely be trusted.

According to experts, the number of operator salons is excessive: the number of outlets has increased, while sales volumes have not increased, or even decreased. Fans of numbers can get acquainted with them in the article, or even better - read yesterday's monumental work by Eldar here, a detailed analysis of the state and prospects of retail sales networks. We, as subscribers, are more interested in the general vectors of development from the standpoint of service. For example, MegaFon CEO Sergei Soldatenkov expressed his intention to reduce the operator's retail network by 25-40% over the next 3-5 years. They assure that little-visited salons will be closed first of all.

After the termination of the contract with Svyaznoy, MTS actively expanded its own network, and now the operator has much more sales and service points than any of its competitors. If the trends continue, then "optimization" with the closure of some points is not excluded. What would be a shame, they were not opened for that.

Nothing is written about Beeline, but the trends are probably the same, and my own experience is a little alarming. It was necessary to pay a debt to the personal account and reissue the number, it did not work on the first attempt. The area used to have a tiny dealer point, a large Know-How salon and a full-fledged service office from time immemorial. The salon and office were closed, another dealer point was opened instead, I had to take the metro. I'm afraid that here too the process of "optimization" to reduce costs.

Perspectives

It is clear that you cannot put an operator's cabin on every corner. It is also clear that the vast majority of customers go to the operator's salon to put money on the balance of the phone, replace or buy another SIM card. The service of transferring money to another city or country is also popular. Yes, I almost forgot about those who find out where the money went and who want to turn off the imposed service or content.

All this does not require special qualifications and full access to the system, you can save a lot on employee training. There are also relatively complex actions, especially when servicing legal entities, you can’t get away from this. But here there is an interesting practice of remote centralization of the process. In some city where rent is cheaper and salaries are lower, a large office will be organized that serves all points of sale. The salon employee only needs to scan and send the application plus the rest of the documents on the list. The decision process sometimes stretches for several days, but these are the costs of “optimization”. And I'm afraid that sooner or later all operators will come to service according to such a scheme. Points of sale will only deal with sales and serve as an intermediate link between the client and the scanner in all cases where the issue cannot be resolved by a USSD command from the phone.

Help yourself

As you understand, numerous self-service systems are created and developed not "for the love of art", but for the sake of saving valuable time for employees of points of sale and contact centers. A variety of support services in social networks serve the same purpose: the main thing is to take communication offline to rationally allocate employee time. We are already accustomed to the fact that modest average monthly communication costs mean the inability to reach the contact center using a standard short number, the system is on the alert and does not allow a low-income client to squander a valuable human resource. Willy-nilly, you have to write to email or social networks, resigning yourself to unpredictable response time to an appeal. In such a situation, it is often easier and faster to master the Personal Account and other account management tools yourself.

Actually, all the operators are pushing us towards this together and persistently. Look, even MGTS donates half of the expensive advertising space of its account for another reminder of the existence of self-service tools. Judging by the current trends in reducing the number of points of sale and service, getting help or advice "here and now" will be more and more difficult. We will have to put up with this, be more actively engaged in the development of all this technology and stop considering ourselves a “precious client”, whom everyone is obliged to vying with each other to appease for his spending on communications in the amount of 200-300 rubles. per month.

On the other side of the counter

Undoubtedly, the operators do a lot to help us, the stupid ones, with the difficult tasks of managing our own account. And with the expansion of the functionality of phones, you have to manage a lot of things, remember the same mobile payments and banking services. But is everything done right? As far as I can see, the main efforts are being made in the continuous improvement of Personal Accounts and mobile applications for smartphones that duplicate Personal Accounts. And here you involuntarily ask yourself the question: why so often? Done, everything works - leave the tool alone, do not force users to relearn regularly, cursing while searching for the necessary functions.

All sorts of fashionable tiles-buttons are not so bad, the developers are still constantly improving the "offal" of their products. For example, there is an excellent Mobile Balance program that itself monitors as many phones of different operators as you like and, I dare to assume, saves contact centers and salons from the questions of many users. So: a week rarely passes without one of the developers changing something in the Personal Account and the program no longer “sees” the balance. As a result, everyone is worse.

Another aspect is USSD commands and SMS commands. It seems to me that in their passion for the continuous improvement of Personal Accounts, operators do not pay enough attention to these useful tools. Once upon a time, a subscriber, along with a SIM card, received a “Subscriber Directory”, a voluminous brochure with 60 pages of small print. There were all USSD and SMS commands with their descriptions. What do we get now? Maximum - a sheet or "accordion" with the most basic USSD. And then, if we ask ourselves. And this despite the fact that since then the teams have become much larger. Let not everyone need such "Reference books" and want to save on printing, but at least you can put it on the racks of salons? By God, save more by removing some of the burden from contact centers and salon employees.

Free classifieds in Mowlem Free classifieds in Mowlem

About content

A separate issue is the famous content subscriptions, all operators “dabble” with this. Although now smaller than a couple of years ago, it is still one of the most popular reasons for contacting salons and contact centers. The other day they appeared at my place in Tele2, somehow they didn’t come across before.

And then there is a direct wave of offers to watch the video, and in half of the cases an SMS with a confirmation code comes by itself and immediately. Thank you that the code itself is not substituted and sent, but there are such schemes. And all this disgrace in the process of reading the news on a major news site, not on an entertainment or porn resource. And it gets out by itself, in the process of scrolling the page without any clicks. No wonder there are so many victims.

As a bonus to those who have read our material to the end, a useful micro-guide on blocking content subscriptions in MegaFon, spied on the forum. It is no secret that this operator practices many types of content bans. And if you started swearing at “stole money!” and demand to turn it all off, then you will be banned for 3 months only on the type of content from which you have suffered. That it won’t hurt you to rob another type of subscription even half an hour after setting the “prohibition”.

  1. To set a ban on the "Mobile Subscriptions" service for a period of 3 months, send SMS SETBAN1 to 5151.
  2. To set a ban on the "Access to infotainment services when clicking on URL links" service for a period of 3 months, send SMS USTPBK1 to 5151.
  3. In order to set a ban on the service using "Short" numbers (in terms of using WEB-requests) for a period of 3 months, send SMS NETCLICK1 to 5151.
  4. In order to set a ban on your own MegaFon subscriptions for a period of 90 days, send an SMS USTZANBARETSP to 5051 (namely, to 5051, not 5151).
  5. In order to set a ban on subscriptions 18+ for a period of 3 months, send an SMS to 5051.

You can cut it out and hang it on the wall in a frame, it also doesn't hurt to fill in the dates in the planner so you don't forget to update the bans in three months.

The creation of a special content account with a zero balance also helps, but this is also not a panacea. Last summer, I wrote about a beautiful scheme for “dragging” a content subscription past a special account through the “mobile payment” service, you can read it here. Only disabling the “mobile payment” service itself will help with the *191*# command.

Of course, one cannot count on the appearance of commands in directories and on the website to combat paid content, here the operator agrees to endure the harassment of annoying users. But, returning to the main topic, it would be very nice to get a paper guide for at least all the other commands. If they save money by promoting self-service systems, then you need to deal with this issue in all directions.