Customer claims up 5% in first half
The latest ‘Statistical Report on Claims’ from the Colombian Superintendence of Domiciliary Public Services shows that there were 33,737 claims from end-users in the first semester of 2011, an increase of 5%.
Such growth confirms the challenge that telecommunication and public utilities services providers face, not only for the provisioning of quality services but for having the capacity of providing assertive answers to user requirements.
The report shows that 83.8% of claims were on invoicing issues, 14.3% on service provisioning, and 1.9% on installation.
These numbers suggest that service providers must implement information tools that allow them to organize and speed up internal processes in order to provide timely and efficient answers to customers.