A major overhaul of Nokia Care Centres is being rolled out across the country as Nokia prepares its assault on the UK smartphone market with the launch of its first Windows 7.5 smartphone later this month.
The restructuring has seen Nokia Care Centre numbers slashed by at least half, stringent service level agreements introduced and a major new training programme launched for all Nokia engineers.
The move mirrors Nokia’s recent review of its distribution channels, which saw 20:20 Mobile and Data Select ditched for newcomers Micro-P and Ingram Micro.
Nokia’s Care Centre network is seen as pivotal to the manufacturer’s after-sales service, providing frontline advice and repairs for consumers and ranging Nokia devices. The centres also provide repair services for independent phone stores in the area.
A Nokia spokesman told Mobile: ‘We have restructured all our Care Centres to improve our customer service and to give better coverage.’
He added: ‘The existing network needed to be refreshed to allow change in the industry. We have done it in exactly the same way we carried out our distribution review, asking all existing and potential partners to put forward proposals.’
Sources suggest the restructuring has seen Care Centre numbers fall from 150 to less than 50. Nokia declined to confirm how many Care Centres have been closed.
The spokesman said: ‘We kept the vast majority of our existing partners and replaced others. We now have 46 Care Centres and plan to open a couple more.’
The Care Centre restructuring also includes a major overhaul of Nokia’s training programme, with particular emphasis on the company’s new Windows smartphone portfolio.
‘Our ‘Nokia with Windows’ phones bring new software and a new operating system that our technicians must learn. We are launching a much more intensive training programme,’ the spokesman added.
The rolling programme of training includes online seminars, regular visits from Nokia’s training teams and regular seminars at Nokia training centres.