Relationship with Customers

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The customer is our reason for existing. This is one of the values of Algar Telecom, which represents a phrase of the founder of the Algar Group, Alexandrino Garcia. We are constantly working to improve our relationship with this public by using new technologies, methodologies and approaches that can improve the experience of our customers. To do this, we analyze every step of the way for the customer, from the moment of sale, delivery, after-sales service and, above all, the daily working of the relationship.

We use methods and processes which enable us to understand what is really happening, and as a result we can take the right decisions and communicate effectively. One of the highlights in this field has been the implementation of CEM – Customer Experience Management, based on artificial and cognitive intelligence. We use Big Data and Analytics solutions which collect data and provide real-time information on clients, with insights and intuitive control panels. In this way we can personalize offers according to our customers’ profiles, provide better services, reduce the number of complaints and reduce the client’s effort.

In 2018, we worked to make the client’s journey simpler. Our efforts are focused so that problems are resolved as quickly as possible. For self-use, we use with automation tools that allow the execution of technical procedures at a distance, favoring service agility, efficiency of our operations and customer satisfaction. To check whether these measures are effective, we use the metric known as First Call Resolution (FCR), which measures the rate of resolution of problems at the first contact with the customer. We ended 2018 with an FCR of 68%.

Integrated service on multiple channels

We took steps to integrate the multiple relationship channels provided by the Algar Telecom, so as to make things easier for the customer and improve the efficiency of the call centers. This enables us to keep a single record of our relationship with each customer, including exchanges on every channel: voice, Audible Response Unit (URA), email, chat, website, apps, chatbots, text messages and social media. The idea is to further develop this system, through an omnichannel service, which should be implemented in 2019, contributing to significantly reduce fragmented and mismatched information and to increase customer satisfaction.

Ability to serve with excellence

Besides the agility and efficiency that the automation provides, we cherish the direct contact with the client, guaranteeing the interpersonal relationship. The service for B2B customers is totally internalized and, for retail clients, is carried out by the Customer Relationship Management business of Algar IT. In order to provide the best customer experience and personalized service so that our perception of our services is increasingly positive, we believe that the training of our employees plays a fundamental role. In 2018, we invested in the training and certification of the attendants, so that they dominate matters related to Information Technology and Communication Services (ICT) solutions.

Information Security

We know that there is a lot of important and confidential information from each of our customers, so maintaining cybersecurity systems is an essential part of our operation and focus of constant improvement. In 2018, there were no data leaks, theft and/or loss of confidential information of Algar Telecom customers.

We also maintain efforts to follow regulatory changes, ensuring that our performance respects Brazilian standards and legislation. In this regard, in 2018, we paid special attention to the beginning of the implementation of the Legal Mobile (Celular Legal) project, regulated by Anatel, which focuses on fighting the use of tampered and stolen cell phones based on a computerized system of partnership between the agency, providers and cellular manufacturers. Likewise, we are adapting to the requirements of the National Data Protection Authority (ANPD), recently created by the data protection law, sanctioned in August 2018, which provides for the collection of data considered essential and necessary for performing our services.