OREANDA-NEWS. March 22, 2011. CenterTelecom OJSC has adopted a Customer Feedback Management Policy regulating communications with the subscribers and CenterTelecom divisions' interactions in the course of mass clients support.   

The Customer Feedback Management Policy establishes principles of interactions with clients on basis of a regular analysis of a feedback and of further changes in the company's operations according to the customers' needs and expectations. The document establishes general requirements to a registration and classification of the customers' request, peculiarities of processing of requests coming through various communications channels, and basic requirements to efficient interactions with the clients. Adoption of the Policy will allow to optimize the company's operating management with regard to improvement of its reputation and the subscribers' perception of CenterTelecom.

According to the approved document all requests are to be registered in the company's CRM system and to be divided into few types: information requests, requests for connection, maintenance requests, suggestions, complaints and letters of thanks. The company allows the customers to choose any available communications channel including direct channels such as communications sales and maintenance centers in personal or by telephone or indirect communications channels such as use of a subscriber's personal account, IVR, book of complaints and other online communications channels.

Anna Rodnova, Director of Customer Relations Department, CenterTelecom, said: "This extended range of interactions channels and our focus on improvement of the channels of interactions with the customers based on their feedback will allow CenterTelecom to improve our customer relations quality. Definitely it will make a positive impact on our customers' satisfaction with our activities and on their loyalty to the company."