Sonera focuses on customer service and the future by hiring a hundred new employees
Sonera’s goal is to provide its customers with the best customer service over various service channels. In order to reduce the queuing times in telephone service, new employees are recruited to customer service in, among others, Turku, Lahti and Rovaniemi. During the autumn, Sonera will also launch a new trainee programme, aiming to find academic talents to grow to future specialist and leadership positions.
– We wish to ensure that we can provide our customers with the best service both at present and in the future. That is why we will hire new employees to both our customer service and our new trainee programme, says Juha Pentti, Vice President of Human Resources at TeliaSonera in Finland. As our service offering is expanding, we need to strengthen our team continuously with strong multi-skilled professionals and future talents. This year we have already recruited 230 permanent employees to Sonera. There are already over 1000 people merely in customer service duties at Sonera.
Improving broadband customers’ service level
High broadband sales and the migration of fixed voice customers to mobile services are factors that have recently affected the queuing times in Sonera’s customer service. Although extra work force was hired to customer service for the summer months, the queuing times of broadband customers have recently failed to meet the target level. This year the number of Sonera’s broadband customers has grown by over 25,000 customers. During the autumn, Sonera will introduce new products, and Broadband TV, for example, is expected to increase the number of both customers and customer service contacts.
Sonera is now striving to improve its service level by recruiting about 90 new permanent customer service agents in, among others, Lahti, Turku and Rovaniemi to improve the service of its broadband customers, in particular. The aim is that Sonera customer service answers to customer calls on average in 60 seconds.
New talents through a trainee programme
During the autumn, Sonera will also recruit about ten people who either have a university degree or are about to finish their studies. These recruits will at first be assigned various project and specialist duties at TeliaSonera Broadband Services Finland under a fixed-term trainee agreement. The aim is to find new talents to develop future services, such as broadband television and entertainment services. Priority is given to people with a technological or commercial university degree.
The trainees will be hired mainly to Helsinki, but they can also be based in some other major town, such as Tampere or Turku. The trainee programme is targeted primarily to people who have just graduated or who do not have long work experience. As an international service company, TeliaSonera offers its personnel ample opportunities to develop professionally and also to advance to positions abroad. The trainees will each be assigned a mentor for their training period, and they will participate in TeliaSonera’s own training programmes.
Juha Pentti, Vice President of Human Resources, TeliaSonera in Finland
Tel. +358 (0)40 507 4668
Pauliina Rintamäki, Vice President of Broadband Services Finland Customer Services, TeliaSonera
Tel. +358 (0)40 545 3245