TeliaSonera Finland to launch an improvement programme related to its service operations
TeliaSonera Finland will rationalize its service operations, streamline its internal service processes, and thereby enhance its customer service. The Customer Service and Systems division of TeliaSonera Finland is responsible, for example, for the company’s invoicing, orders and deliveries, customer service, and information systems. At present, the division has operations in more than 40 locations in Finland, employing a total of about 2,700 people. In its process laboratory, the company has developed new operation models, which will be introduced gradually. The new operation models will bring significant savings in work time and enhance the company’s customer service.
The overhaul is expected to result in changes in the division’s operations. For this reason, employer-employee negotiations affecting approximately 165 jobs will be launched in the division under the Act on Co-operation within Undertakings. The negotiations do not apply to the personnel of customer service points. If there is a need to reduce personnel, this will be done in accordance with the competence pool process.
A hundred new employees to customer service
TeliaSonera’s goal is to provide its customers with the best customer service over various service channels. This year, TeliaSonera Finland has revamped the invoicing system of consumer broadband, for example. The migration from the old system to the new one has turned out to be technically more challenging than expected, and therefore the service times in the company’s billing enquiries have grown longer. To shorten the response times at customer service, the company will recruit about a hundred new employees for customer service. The duty stations of the new employees will be mainly Lahti, Kuusamo, Turku, and Vaasa. Before the new recruitment, the customer service of TeliaSonera Finland employs a total of about 1,000 people.
Good experiences of the Competence Pool
TeliaSonera Finland has developed various flexible models for situations where employment contracts would normally have to be terminated. At TeliaSonera Finland, an employee whose work ends is transferred to the Competence Pool. There have been 20 to 40 job openings at the company each week, and by means of the Competence Pool, the employer strives actively to redeploy the persons who can be redeployed. Those who have lost their jobs are also provided with up-to-date training to facilitate their redeployment. During 2006, there have been about 300 people at the Competence Pool. About a third of them have found new positions within the Group, while a third have found new jobs outside the Group, and about a third are still registered with the Competence Pool.
According to Janne Yli-Äyhö, Senior Vice President of the division, the overhaul to be launched will take several weeks.
– Our goal is to provide the best customer service. As there will be many changes to the old operation model, we will go through all steps carefully in cooperation with the personnel, Yli-Äyhö concludes.
For further information, please contact:
Janne Yli-Äyhö, Senior Vice President, Customer Service and Systems, TeliaSonera Finland Oyj, tel. +358 400 410 698
Ahti Martikainen, Vice President, Communications, TeliaSonera Finland Oyj, tel. +358 40 302 4500