December 2007

Nina Martsyn, Head of the Customer Relations Department:

«December is always the period, when the subscribers are busy with their New Year troubles. Probably because of that fact there was less number of the filled in enquiries comparing with the previous months — totally about 19,5 thousand.

At the same time in December there was observed a small decrease of general quality evaluation of the clients’ service — average grade was 4,12 against 4,16 in November and 4,17 in October. The analysis of the situation showed that during this time there were held many New Year actions, there was the start for many different tariff proposals, that resulted in worry of the subscribers and additional questions for the operator. Understanding, that during this time there will be observed the increase of loading for the visit-center and the call-center, we did everything possible to provide the subscribers with the timely and professional consultations from our experts.

As a result of the work done we noticed the positive moment. The part of the subscribers, who solved their problems after the first call increased — there were more than 70% of them in December».