Fault-Reporting Call Centre for Telecommunications Operators

During 2010, OTE focused on more effectively managing its relationship with Operators and on improving the quality of the services provided. Significant efforts were made to systematically monitor and analyse the Operators market, with the aim of identifying trends and recording emerging client needs, by accurately determining and studying each customer's individual profile. In 2010, the number of Wholesale Line Rental Services faults addressed was 5.630, of which only 73 took more than 20 days to resolve.
Specifically, in 2010 OTE:

• Upgraded the services provided to the operators, by offering:
• electronic submission of applications
• the publication of statistical data and reports
• the monitoring and processing Local Loop Unbundling (LLU) and Remote Collocation applications
• the 'ARYS' Wholesale ADSL connections
• the Number Portability
• Completed the W-CRM system, through which Wholesale Line Rental applications are submitted and monitored, which has been a long-standing request of domestic fixed and mobile telecommunication operators.
• Continued the operation of the 'Provider Fault Reporting Centre’ on a 24/7, 365 days/year basis, providing after sales support and significantly improved the response and recovery time (in 2010, the submitted complaints dropped by 31.87% (592 in 2010, down from 869 in 2009).
• Ensured, to the greatest extent possible, our compliance with regulatory requirements regarding:
• the information provided to the operators
• timeframes and volume of information made available to them.