CUSTOMER RELATIONSHIP & SPECIAL SUPPORT

Another important direction of the holistic Customer Support of Viva-MTS is the generic Customer Relationship and its Retention and Special Support functions.

Retention supports to advance the level and proficiency of the Customer Support via the gained expertise, analysis, cross-functional collaboration by permanently enhancing knowledge curve of the Customer Support Front line for getting better customer experience, quality and also by supporting to enhance the services/products.

Special Support implements the handling of more complex customer inquiries and complaints submitted in written form.

In 2020, more than 1,300 such written requests were handled by the Special Support.