Published: 20/1 2012
When Telia hosted the Compare and The Paper Province breakfast meeting, they invited to the monitoring center in the rock room at the crown park. The interest in this was so great that they had to expand the limited places.
Telia has 158 million customers worldwide and to ensure that the services delivered to customers are world class, the Telia IMC (Incident Management Center) is an important part. Telia IMC in Karlstad monitors Telia's fixed network in Sweden, Norway, Denmark and parts of the international network. Telia IMC monitors Telia Sonera's network around the clock and is responsible, among other things, for proactive monitoring and measures to prevent errors, as well as to correct errors with minimal disruption to the customer. "We exist to ensure that Telia delivers and lives up to the customer's expectations," said Malin Fransen Kronberg, operations manager at Telia IMC.
Telia IMC Karlstad conducts its business in a rock room 32 meters below the ground. The monitoring center in the rock room was completed in 2002 and the fact that it is located in a rock room is due to a decision by the Communications Authority PTS that the operation had to be protected from possible war. Currently, there is no particular reason why the business is conducted from a storage room, however, the employees think it is a pleasant environment to work in.
Telia Sonera has around 9,500 employees in Sweden, of which around 280 are in Karlstad. About 80 of these are at Telia IMC and the other 200 are at Telia's premises on Lagergrens gata in Karlstad. Here is the biggest business around customer service issues.
Within Telia Sonera, centralization work is underway. Among other things, Telia IMC's operations were centralized to Karkstad, which meant that 20 new employees were hired and that monitoring centers in Farsta and Gothenburg were closed down. In 2011, Skanova's operations were centralized to Örebro, which in turn meant that 30 people here in Karlstad had to leave Telia.
"We live all the time in an exchange of skills," said Håkan Ahlqvist, responsible for Telia Sonera in Karlstad. "Customer wishes look completely different today. You don't want to buy a traditional switchboard with fixed desk phones anymore, but it is new technologies and concepts that are interesting. Among other things, we are working with an iPad solution for politicians who place completely different demands on security and support, among other things. We are also investing in improving our customer service and are therefore recruiting new employees for the operations in Karlstad."
