Serving 2,200 Standard management clients and 55 Premium clients in the provinces of Andalusia, Extremadura, Ceuta, Melilla and the Canary Islands.
This high volume of customers means that the plant managed by the center is very large and complex, requiring technical knowledge of all types of services, as well as of the different technologies.
Among the activities carried out on a daily basis at the Center, the following are worth mentioning:
- End-user service for incidents, requests, claims, provisions, escalations and advice on the use of services.
- Proactive supervision of services.
- Lifecycle management of incidents, requests, inquiries and complaints.
- Execution of preventive and corrective maintenance operations.
- Attention to installers.
- Coordination and follow-up of service outages and management of action windows.
- Monitoring and tracking of provisioning events.
Configuration and service activations.
- Processing of registrations, cancellations and modifications of sales orders.
- Inventory control.
- Participation in the automation and improvement processes proposed by Telefónica.
- Nominal shared or dedicated Technical Service Manager for personalized technical support functions.