OREANDA-NEWS. June 14, 2011.  The Board of TEO LT, AB, the largest provider of integrated telecommunication, IT and television services in Lithuania, gave its approval for establishment of a Division of Customer Operations and Quality. The division, which is to commence its operation as of the 1st of July, will take care of enhancing the quality of services and customer service.

The new division within the company will control the main business processes relating to customer-service organisation, will enhance their quality and effectiveness, will introduce and improve quality management systems, as well as will develop remote customer-service systems.

According to Arunas Shikshta, General Manager of TEO, upon establishment of the new division the company will bring together specialists attending to the quality of services and customer service. Their job will be to improve processes related to this area in an integrated manner, at the same time enhancing customer satisfaction and effectiveness of the company.

The division is established by way of expanding the Business Processes Management Unit and will be headed by Eglute Bivainiene, who has been working for TEO since 2009 and has been heading this unit heretofore. This specialist, who graduated from Vilnius University and now is studying at ISM University of Management and Economics, had previously worked for the period of 10 years in "Swedbank", one of the largest banks in Lithuania. There she was in charge of Information Technology and Product Development, Investment Management Divisions, Operational Excellence Division which used to enhance operational effectiveness in the Baltic countries, and also was a member of the Bank's Board.

Starting with the month of July, TEO will have in operation five divisions - Sales and Customer Care Division, Service Development and Marketing Division, Network Technology Division, Business Process and Quality Division, and Finance Division, and alike 5 main units of the company.