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A new team, working within the Vodafone Call Centre in Ivrea, got to work today assisting customers in the use of 3G technology and services. The launch, which took place at Vodafone's offices in Via Jervis, was attended by Giovanni Orestano, Customer Care Director for Milan and Ivrea and Director of Vodafone Italia's North-western Region.

"The new team has responsibility for keeping a close eye on market and customer developments," stated Giovanni Orestano. "We have chosen to rely on our existing people, who already possess certain key attributes: a strongly customer-centred approach and a high degree of technical knowledge. We have given them the opportunity to learn about the new technologies, helping in the development of their specialist skills."

A specific development and training programme was devised for members of the UMTS Call Centre team, based on self-appraisal and followed up by supervision on the part of Call Centre managers, via working groups and on-the-job support.

This was accompanied by classroom training that focused on "data" services, the commercial "voice" offering, and the architecture of 3G networks and services, in addition to a special session dealing with customer relations.