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Telecomunicacoes de Sao Paulo S.A. (VIV)
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TSP » Topics » Customer Services

This excerpt taken from the TSP 20-F filed Apr 12, 2006.

Customer Services

One of our primary goals is to provide subscribers with excellent customer care. We continue to improve the quality of our services through network upgraded and the addition of automated operational support systems. The following table sets forth information on service quality for the periods indicated.

 

     Year ended December 31,
     2005    2004    2003

Repair requests of residential telephones (as a % of lines in service)

    1.8    1.5    1.4

Repair requests of public telephones (as a % of lines in service)

    6.0    5.4    7.0

Call completion local rate during the peak night period (% of calls attempted)

    78.3    77.0    74.7

Call completion national long-distance rate during the peak night period (% of calls attempted)

    72.2    71.8    70.9

Billing complaints (complaints per 1000 bills)

    1.7    1.9    1.5

We are also required under the Brazilian telecommunications regulations to meet certain service quality targets relating to call completion rates, repair requests, response rates to repair requests and operator response periods. See “—Regulation of the Brazilian Telecommunications Industry—Obligations of Telecommunications Companies.”

In order to improve the quality of our services, we have undertaken several new measures and continued taking several previous measures to guarantee customer satisfaction including:

 

  •   bi-annual customer satisfaction surveys (the results of which affect variable compensation of all managers and employees);

 

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Table of Contents
  •   review of communications procedures with customers, including meetings and conference calls in which our customers, management and employees take part in order to achieve the best solution for the customer;

 

  •   use of specific “call center” lines segmented by product and service;

 

  •   maintenance of programs and projects focused on customer satisfaction;

 

  •   continuity of a “quality management model” which focuses on customer satisfaction;

 

  •   creation of a quality committee focusing on services quality and customer satisfaction;

 

  •   wide use of the “six sigma” methodology to improve processes, aiming to reduce our costs and increase our revenues and customer satisfaction;

 

  •   maintenance of the ISO 9001:2000 certification for the ombudsman service, installation service and technical support for high-speed internet access (home and business), as well as implementation of the global certification;

 

  •   continued evaluation and maintenance of certification of our billing process by the independent institution ABNT (Associação Brasileira de Normas Técnicas); and

 

  •   Bandeira Project—continuous improvement of critical processes so as to achieve maximum client satisfaction levels.
This excerpt taken from the TSP 20-F filed Apr 15, 2005.

Customer Services

 

One of our primary goals is to provide subscribers with excellent customer care. We continue to improve the quality of our services through network upgraded and the addition of automated operational support systems. The following table sets forth information on service quality for the periods indicated.

 

     Year ended December 31,
     2004
    2003
    2002

Repair requests of residential telephones (as a % of lines in service)

    1.5    1.4    1.7

Repair requests of public telephones (as a % of lines in service)

    5.4    7.0    8.3

Call completion local rate during the peak night period (% of calls attempted)

    77.0    74.7    75.6

Call completion national long-distance rate during the peak night period (% of calls attempted)

    71.8    70.9    72.3

Billing complaints (% of bills) (1)

    0.2    0.2    0.2

 

(1) Local calls.

 

We are also required under the Brazilian telecommunications regulations to meet certain service quality targets relating to call completion rates, repair requests, response rates to repair requests and operator response periods. See “—Regulation of the Brazilian Telecommunications Industry—Obligations of Telecommunications Companies—Quality of Service—General Plan on Quality Targets.”

 

In order to improve the quality of our services we developed several new and ongoing measures to guarantee customer satisfaction including:

 

  •   bi-annual customer satisfaction surveys;

 

  •   review of communications procedures with customers, including meetings and conference calls in which our customers, management and employees take part in order to achieve the best solution for the customer;

 

  •   use of specific “call center” lines segmented by product and service;

 

  •   establishment of various programs and projects focused on customer satisfaction;

 

  •   establishment of a “quality management model” which focuses on customer satisfaction;

 

  •   establishment of an executive sub-committee focusing on services quality and customer satisfaction;

 

  •   implementation of the “6 Sigma” method, which is an enhanced human resource process tool methodology that will decrease our costs and increase the level of satisfaction of our clients;

 

  •   continued maintenance of and compliance with ISO 9001:2000 certifications for the scope of our management, customer service and support, as well as other certifications; and

 

  •   continued evaluation and maintenance of certification of our billing process by the independent institution ABNT (Associação Brasileira de Normas Técnicas).

 

EXCERPTS ON THIS PAGE:

20-F
Apr 12, 2006
20-F
Apr 15, 2005

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