Responsibility to customer42

93%

0.39%

10.5 mio

customer satisfaction overall complaint rate relative to invoices invoices issued for services

In contact centres of Telekom Slovenije we monitor customer satisfaction at all key contact points. Assessed satisfaction remains high, and stood at 93% in 2014 (an assessment of 4 or 5 was given). Those assessments that indicate improvements are necessary are given special attention and individual treatment. In order to ensure highly qualified and professional employees, we once again provided for periodic and additional training during the year, and regularly monitored employees’ work.43

Telekom Slovenije is aware that loyal and satisfied users are crucial to our operations. We will therefore continue to create strong ties with them in the future, and reward them with advanced forms of telecommunication engagement. In accordance with recommendations issued by the AKOS, we increased the transparency of our range of archive services. Due to changes to the Consumer Protection Act, we revised sales documents, and drafted and published conditions for the procurement of goods and services.

Significant activities in 2014:

The uniform loyalty programme introduced at the end of 2013 was upgraded with numerous advanced and useful functions. The point-based reward system was expanded to sole traders and subscribers to traditional telephony services.

The Moj Telekom (My Telekom) portal was thoroughly updated and linked to the www.telekom.si website and online store via a single login, while the loyalty programme remains part of the aforementioned portal. By making the portal highly useful, we have created a superior user experience, as all information regarding services are accessible in one place, while the portal facilitates the management of subscriber relations, likewise in one place.

Communication with users and technical help desk services44

The users of the Group’s services most frequently turn to key contact points with their questions and problems: the User Advice Department and the Technical Help Desk Department. Both are available 24 hours a day, seven days a week. In 2014 we created a single access point for technical assistance for both mobile and fixed services within the Technical Help Desk Department. Using a workforce management (WFM) system, a dispatch service was organised within the Technical Help Desk Department that is responsible for the efficient allocation of tasks between users and technicians.

In addition to material damage, the ice storm at the beginning of the year resulted in the considerable lengthening of typical fault clearance times and thus an increase in the number of calls and other user contacts. The effects of the ice storm and floods were felt throughout the year. Therefore, following the introduction of the WFM system, we also introduced a voice response system that communicated the envisaged fault clearance time to users. A call-back function was also introduced due to lengthy waiting periods for calls to help lines.

Our contact centres received 2,744,349 calls in 2014, a decrease of 18% relative to 2013. The 11% increase in the average length of calls with advisers was the result of new features, campaigns and legislative changes. We therefore reorganised automated response systems with the aim of offering users tailored content at various selected points. We included automated response systems in the 080 8000 and 041 700 700 call services for the purpose of obtaining information about current overdue claims. In the final quarter of 2014, when the aforementioned service was introduced, we recorded a 30-hour reduction in calls on that subject.

In written communication with users, we responded to 300,301 messages, a slight decrease relative to 2013. We resolved 1,060,197 technical issues and made 458,628 outgoing calls to users, an increase of 23% on the previous year.

Telekom’s interactive assistant TIA sent 66,933 responses via the internet. Users had a direct conversation with an adviser in 33,712 cases, an increase of 28% on the previous year. Users took part in conversations primarily with regard to questions for which a quick response was expected. Customer support was also offered via Twitter and Facebook, which represent an additional channel for communication with users.

A total of 2,022,936 calls were processed by the 1188 Call Centre Service, which thus recorded a 28% decline relative to the previous year, as expected, primarily as a result of the increased use of internet services (data accessible on the internet, and numbers saved in mobile and other portable devices). Reasons also include lower purchasing power and the economic crisis. In cooperation with TSmedia, we secured a concession to provide 1188 services for the next five years. We signed an annex to the relevant network interconnection agreement that will facilitate access to 1977 services by Simobil subscribers.

We improved authentication in registration systems due to the occasional abuse of email. Users are now provided with a significantly higher level of security, thus reducing the probability that they will appear on the black lists of other operators.

In the business and personal advice segment, we carried out various call campaigns with the aim of maintaining and improving customer satisfaction, and maintaining existing users and attracting new users. Monitoring feedback and market demand helps us develop new ranges of services and equipment. We dedicated special care and attention to the small and medium-sized business user segment during the year. We began to publish the 080 7070 number, intended for advisory services for business users, on all forms of print material at the beginning of the year.

The proportion of calls was down again during the year due to the increased use of other communication channels. The Moj Telekom (My Telekom) portal, intended for subscriber and the users of Telekom Slovenije’s services, also plays an important role.

Transparency in the charging of services45

The unified control of invoices for fixed and mobile services and the elimination of potential system errors prior to the issue of invoices of services remain our concern. This contributes to customer satisfaction and a reduction in the number of complaints. We standardised invoices for mobile and fixed services in visual and functional terms. In terms of content, we added missing data in accordance with the AKOS’s recommendation and standardised logical controls for billing data.

In accordance with legal requirements, we took all necessary steps to issue e-invoices to budget users. E-invoices were introduced in the SAP SD segment, on ad-hoc invoices and credit notes, and on Moneta invoices. In parallel, we included additional data with the aim of better fulfilling the wishes of our users.

In 2014 we received 41,474 complaints on more than 10.5 million invoices issued for services. The overall complaint rate relative to invoices issued averaged 0.39%.

Concern for children's internet and TV security46

Encouraging safe internet use, in particular among the most vulnerable segment of the population – young children and adolescents – remains an important activity. Telekom Slovenije has been a participant in the Slovenian Safe.si initiative for the safe use of the internet since its inception, and is a signatory of the code of mobile operators and internet providers aimed at user protection. Telekom Slovenije is also a signatory of the ETNO Corporate Responsibility Charter.

We have set up the tab Nasveti za varno rabo mobilnih naprav (Recommendations for the safe use of mobile devices) on the telekom.si website. In 2014 we actively participated in The Power of Words campaign against internet violence among young people.

We drafted 10 golden rules for safe internet use for adolescents and their parents. The same recommendations are also useful when accessing the internet via mobile telephones. We added the possibility of reporting hate speech at the Spletno oko (Online Eye) point via the Planet Siol.net online media outlet. We also review and moderate comments by users of the aforementioned media outlet. Comments that encourage hate speech are not published.

The Macedonian company One offered the new “Netfiltering” cloud service aimed at children’s internet security. Access to Dajmedol brand content on SiOL TV is protected by a parental password and a warning that the content is inappropriate for children.

Broad access to Group services47

We provide more affordable access to the Group’s services by special user groups. We offer students and pensioners specially priced packages of broadband services, and fixed and mobile voice telephony services. We developed a special offer in 2014 for disabled persons based on the new Decree on Measures for Disabled End-Users. We provide them the appropriate services, terminal equipment and a list of public telephones and terminals accessible by wheelchair. In cooperation with the Slovenian Association of Deaf and Hearing Impaired People, we developed a new Gluhi Plus (Deaf Plus) package for the deaf and hearing-impaired, which provides users unlimited calls to all Slovenian networks via the following services for a monthly fee of EUR 19: Telephony, Video-telephony and Communicator, an unlimited SMS/MMS messaging service and 3 GB for data transfer. Volunteer protection and rescue organisations were offered mobile service packages with no subscription fee.

Access to ICT services is also ensured in remote, less populated regions. Our mobile telephony signal is accessible across the entire territory of Slovenia, while a large portion of the territory is also covered by broadband internet access and fixed telephony. We have significantly improved access to broadband services over the last two years with the LTE network upgrade and the introduction of satellite-based broadband access. The LTE/4G network covered more than 75% of the population at the end of 2014.48

42 GRI G4-DMA
43 GRI G4-DMA, G4-PR5
44 GRI G4-26, G4-27
45 GRI PA10
46 GRI G4-DMA, G4-M4, PA2
47 GRI PA1, PA2
48 GRI PA4