Telenor’s corporate responsibility report
Our continuous customer satisfaction efforts
resulted in minimizing the share of the legiti-
mate customer complaints. Despite the statu-
tory requirement for providing all lodged writ-
ten complaints with an answer within 30
calendar days, in 2014 we managed to process
and answer over 85% of all inquiries registered
by us within less than 7 days.
In 2014 we started the implementation of cus-
tomer service survey in each point of contact
with the clients, which will help us meet their
expectations and requirements. The system
enables us to effectively trace the path of cus-
tomer interactions and to receive feedback
electronically via text message, phone calls or
on our website in addition to in-person feed-
back at our business locations. These methods
of monitoring the customer opinion enable us
to take quick actions to ensure a positive ex-
perience with Telenor, regardless of the point
of service.
Albena Georgieva,
Customer Service Division Director
We make every effort to provide the information our customer needs in as fast and accurate
manner as possible, with high regard for the customer’s time, avoiding line transfers and call
waiting. More than 95% of all residential customers activations and 99% of the subscription re-
newals in 2014 were done instantly, within one customer call. As a result of our process efficiency
over 80% of all customer inquiries have been resolved within a single call. To our loyal custom-
ers we provide an extremely high priority service. Irrespective of the high intensity call volumes,
82% of our loyal customers are put through to customer service within 20 seconds.
We continually improve the qualifications and competence of our agents through daily train-
ings and individual coaching sessions. For us it is of utmost importance to have the customer
perspective in mind in addition to employee professional skills and competence. Our Customer
Service Division management team aims at enhancing employee qualifications to answer calls
as well as to assist them in managing difficult situations in a manner that is most beneficial for
our customers.
Marketplace
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