Call Centre is a key element in modern business activities. On June 1, 2000 Ericsson Nikola Tesla started the Call Centre as an interface for the reception of requests for services in operation and supervision, maintenance and support towards the customers and users of public, mobile and business communication systems. The Call Centre should simplify and speed up the request handling and also secure the top quality of services independent of the kind of request or related product.
Requests can be directed to the Call Centre within its office hours (from 08:00 to 16:00). If received outside the office hours, the voice machine shall store the message.
There are several possibilities of reporting requests, and the actual one shall be defined in the relevant service contract. Every received request shall be acknowledged with a written document containing the reference number of CSR.
If there is an A priority request in question, a phone contact is mandatory to secure a prompt answer.
Kind of request
A customer request, in Ericsson’s terminology Customer Service Request, can be:
- Request for a change of existing parameters
- Other (hardware, training courses…)
Mandatory data
to speed up the handling of your request, you should provide the following data in your report:
- Phone number of contact person
- Fault description in short
