Sistemas de control de los fabricantes de equipos de climatización

SERVICES

In 2007, the company broadened its service offering, providing business and residential customers with new flat-rate voice plans.

Three attractive ΟΤΕ talk programs were offered to residential customers: OTE Talk 24/7 for unlimited local and long-distance calls, 24 hours a day, 7 days a week, OTΕ Talk Evenings and Weekends for unlimited local and long-distance calls on weekday evenings (20:00-08:00) and weekends, and ΟΤΕ Talk 1,2,3 for unlimited local and long-distance calls to 1 and up to 3 fixed-line numbers designated by the subscriber (within ΟΤΕ’s network).

Moreover, the new OTE mobile service, offers customer calls from fixed to mobile numbers at a lower cost. The OTE Mobile programs follow the mobile telephony pricing model, offering pre-paid talk time for calls to domestic mobile numbers. OTE presented four new OTE mobile programs: OTE mobile 30, OTE mobile 60, OTE mobile 120 and OTE mobile 240. OTE Mobile programs may be combined with all other existing OTE plans.

In order to address specialized customer needs, the company launched the Katexochin program targeting residential customers who own a country home. This specific program offers a telephone connection, which is in operation for a total period of six months (four months during the summer, one month at Christmas and one month at Easter).

In 2007, OTE also added new information categories to its directory enquiries service line, 11888. Today the 11888 line provides not only fixed number directory services, but also mobile number directory services and also handles content enquiries (such as contact details of travel agencies, hotels, emergency pharmacies and hospitals, restaurants, and provides information regarding events in Athens, Thessaloniki, Patra etc.,and various types of businesses). The 11888 line has been accessible from all mobile phones since August 2007.

OTE SMS, a short text messaging service, was also launched in 2007, offering customers the opportunity to send and receive SMS from/to both an OTE fixed-line and mobile phone.

The following products had continuing success in 2007:

• OTEPILOGES package, offering significantly lower rates for phone calls to selected local, long-distance and mobile numbers, as well as for international calls to selected countries

• Smart Fixed Telephone package, offering services such as caller identification, call-waiting, call-diversion, call completion on busy lines and an enhanced package of voice-mail services.

• Pre-paid phone cards with €4 and €10 talk time (with additional free talk time of €1), the Chronokarta range of pre-paid cards with €6, €13 and €25 talk time (with additional free talk time of €0.36, €0.25 and €0.55 respectively) for domestic and international calls from any fixed-line number, OTEkarta for local, long-distance and international calls to mobile numbers from any phone, and the pre-paid talk time card ALLO OTE that offers reduced rates for calls to selected Balkan, Eastern European, Asian and African countries.

• The 65+ program that supports retired people over the age of 65, offering them free local and long-distance calls at no extra cost with each bimonthly bill.

• The Student Pack package that is aimed at University and College students offering them €4 of free time for Internet access and long-distance calls.

In 2007, OTE also added the new OTEbusiness plus Advantage program to its sevice portfolio for business customers, which addresses both large corporate clients or small business customers with large call volumes, offering tiered discounts on local, long-distance and international calls.

OTE’s specialized customer-service centers include the following:

• “134”, customer service and sales call center, comprising 4 Call Centres with 200 workstations, fitted with state-of-the-art equipment

In relation to its customer service traffic and quality evaluation, in 2007, OTE recorded the following customer service statistics:

Customer Service Centers Number of Calls/Visits 2007 134 Customer service and Sales Call Center > 4.9 milion calls

Average 134 response time 22 sec

134 customer satisfaction rate 95.1%

Online store: www.oteshop.gr 1.9 milion visits oteshop.gr customer satisfaction rate 91.3%

The performance of OTE’s Call Centers and oteshop.gr, in 2007, exceeded all expectations, as 40% of the calls led to sales of products and services, while customer satisfaction levels reached 95%.

OTE’s targets for 2008 with regards to its customer service include:

• A 20% increase in calls that are handled by the Call Centers (> 9 million inbound and outbound calls)

• Upgrade of technological equipment of “134”

• Development of Web Self Care applications on oteshop.gr

• Sustainability of high levels of customer satisfaction RETAIL DISTRIBUTION NETWORK

ΟΤΕ Shops

OTE’s retail distribution network comprises 364 stores (OTEshops) throughout Greece. Of this total, 127 have received ISO 9001:2000 certification and 19 are franchise shops. OTEshops recorded an increased number of customer visits in 2007, as evidenced by the collection of 27 million and a total of 4.35 million OTE and Cosmote bills respectively.

In 2007 the company focused on the optimization of the geographical distribution of OTE shops, the upgrade of their operation and the maximization of synergies with the Germanos retail distribution network, in order to meet the needs of customers across the country.

Germanos Stores

OTE Group’s recent acquisition of the retail distribution network Germanos (which specialises in telephony and technology-related products) with 410 stores in Greece (as at December 2007), has significantly enhanced OTE Group’s distribution network and is expected to contribute considerably in the distribution of new bundled products that will be introduced in the market in the years to come. The Germanos stores recorded an increased number of customer visits in 2007 which reached 12.5 million, posting an 8% increase compared to 2006 and evidencing the appeal that the Germanos network enjoys in the market.

The OTE Group remains focused on building a single, unified retail distribution network through the merging of current individual distribution networks (OTE, Germanos, Cosmote).

CUSTOMER CARE Call Centers

OTE’s Call Centers, which operate in four key areas, comprise of 1,000 workstations and handle customer requests from all over the country. The call centers are ISO 9001:2000 certified, employ highly trained personnel and operate state-of-the-art equipment, whilst ΟΤΕ’s Customer Care team (134, telemarketing, 121, 11888, OTEshop.gr) is backed by CRM applications.

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