When faced with a rapidly growing network, a price war and a need for 24/7 support, Sweden’s leading mobile operator, Telenor ran an advertisement for a new employee. The successful candidate must be prepared to be available around the clock, enjoy routine work answering repetitive questions and be familiar with the Internet – just the job for a Teneo Virtual Assistant from Artificial Solutions!
With 203 million mobile subscriptions, Telenor Group is one of the leading mobile operators in the world. In the Nordics, Telenor is a leading provider of mobile and fixed services as well as having a strong position in the rapidly growing Scandinavian broadband market.
Telenor made the decision to start moving customer service traffic from telephone and emails to web based self-service. An earlier pre-study conducted in conjunction with Artificial Solutions had shown that the results could mean significant cost reductions, enabling Telenor to use the resources saved to be reinvested in other areas of the business.