Customer Service and Retention

CUSTOMER SERVICE

We are constantly improving the quality of our customer service, using the latest technologies. Our strong points include highly committed and experienced management staff, and considerable operational flexibility, supported by fast decision-making processes.

We use an advanced customer relationship management system (CRM), which was developed by our experts based on an integrated platform supporting communication with the customer by telephone, fax, e-mail, SMS, TTS, as well as standard mail. Our customer relationship management system enables us to handle all customer requests in a comprehensive, timely and efficient manner.

At our Call Centre, some of the employees are dedicated exclusively to handling customer requests concerning our mobile telephony and broadband Internet access services.

CUSTOMER RETENTION

In 2009, we introduced a new customer retention programme in order to reduce churn rates, improve subscriber satisfaction and increase revenues. We are continuously working on our customer retention programmes so as to present to our subscribers a service offer that meets their needs. Within our corporate structure, we have set up a separate department dedicated to customer retention, and have allocated to it considerable resources.