When it comes to career growth in IT companies, developers are most often thought of. But Duman Togaev's example shows that the path from a Call center operator to a technician is accessible to anyone who is ready to take on challenges and innovate. In 2018, Duman joined Kolesa Group as an operator, and today he manages the technical processes of the project support service. How did he manage to walk this path?

Duman's first steps at Kolesa Group were related to solving simple tasks on the customer support line. Then Duman was the team leader of the "New Buildings" direction — his team manually checked the relevance of ads on the platform. Krisha.kz . They called sellers manually and clarified whether to extend the ad or hide it from the search results if the apartment was sold. During his work, Duman looked for ways to optimize and improve processes. 

Together with the development team Krisha.kz We were able to implement auto—dial technology - we introduced automatic dialing and call robotics. One of the latest solutions is speech synthesis and imitation of natural human speech. Customers don't notice the difference between a robot and a real operator.

The results:

• The conversion rate of successful dialogues has increased to 98%;
• The operators got rid of the routine and took on more complex tasks.;
• Customers received instant responses, without waiting or mistakes, and the process became more predictable and efficient. 

Optimizing manual labor has freed the team from boring and monotonous work. The staff focused on tasks that require critical thinking and creativity. For Duman, the role of a tech leader is not limited to the introduction of new technologies. He is convinced that it is important to create an atmosphere in the team where people understand the meaning of their actions. He regularly discusses their work with colleagues to understand what worries them and how to make the processes more comfortable and efficient. This approach helped him build a trusting relationship with the team and create an environment in which everyone can grow and develop. 

Duman's career growth is related to his professional approach and soft skills. What should I do to achieve results? Take responsibility for complex decisions, flexibly adapt to changes, motivate the team and quickly find points to optimize processes. Attention to detail allows Duman to see problems before they escalate into a crisis, and empathy and a desire to help colleagues create an atmosphere of support and mutual assistance.

Duman is convinced that for career growth in a tech company, not only technical skills are important, but also involvement in solving problems. It is important to be able to see the opportunities in each process and strive to improve them. The ability to take responsibility, be persistent, and constantly look at tasks through the eyes of the team and customers is the key to success in any role, even if you start from the basic position of a Call center operator.

The ability to maintain a work-life balance between professional activities and personal interests helps Duman grow up the career ladder. Since childhood, he has been interested in collecting movies, gradually amassing an extensive collection from old cassettes to digital archives. He is also an avid soccer fan: he plays with friends and colleagues, watches matches, and has repeatedly won FIFA corporate tournaments. Duman devotes his free time to his family, with whom he spends weekends playing board games and developing his daughter, not forgetting to play his favorite games.