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Commercial Policy and Customer Care

As regards the accessibility of contact channels, despite some minor decreases, the high performance already posted in previous periods was confirmed, in particular:

  • Mass market call centre: answered 92.4% of all calls with an average time of 43.7 seconds*;
  • Business call centre: answered 90% of all calls with an average time of 34.7 seconds;
  • Branches: average waiting times were less than 16 minutes.

The average waiting time at the mass-market call centre continued to improve during the first half of 2009, confirming the trends already in place during the second half of 2008.

The average waiting time at the branches during the first half of 2009 reflects an improvement of 22% compared to average times achieved by June 2008.

For the first half of the year, the client base on unregulated markets showed a positive balance in terms of the number of supply points:

Supply points

30-Jun-2009

31-Dec-2008

Supply points delta (no.)

Supply points delta (%)

Gas**

     1,064,600 

979.455

85.145

8.7%

Electricity

320.403

283.314

37.089

13.1%

The impact of commercial activity on volumes distributed during the first half of 2009 may be summarized as follows:

  • Electricity: (Hera Comm & Hera Comm Mediterranea): went from 2,438 GWh in the first half of 2008 to 3,190 GWh in the first half of 2009, an increase of 30.8% in spite of the impact of the crisis (consumption down -8.2% nationally; source: Terna), which bears witness to the intense marketing activity conducted during the period.
  • Gas: (Hera Comm, Hera Comm Marche & Aspes Gas): went from 1,297 million cubic meters in the first half of 2008 to 1,252 million cubic meters in the first half of 2009, a decrease of 3.5%, also caused mainly by the effects of the economic downturn on industrial clients, on merchants and on small businesses.

Notes:

*The average time, TM, is calculated only on answered calls in which the customer chooses to speak to the operator, at the beginning of the conversation with the operator.

TMA: To align with AEEG regulations, TMA measures the average time between the beginning of the call until the operator answers or the customer rings off, for calls in which the customer chooses to speak with the operator. Compared to 2008 measurements, that is to the TM, this includes the IVR time and abandoned calls. The general standard expected by the AEEG is <240 seconds, calculated using an arithmetic mean. The TMA for the mass market call centre for the half year was 90.2 seconds; for the business call centre it was 66.5 seconds.

**The supply points indicated include the gas supply points of Hera Comm Marche and Aspes Gas, which were not present in the 2008 data.

 
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