Inbound call service

Lattelecom provides an incoming call customer service on behalf of the company or the customer, providing the use of interactive voice response menus (IVR) and operator guarantee of the provision of information for the customer’s offered services, and providing statistics on standard contact handling, as well as audio call recording and storage.

Contact us
You can also contact us by phone 67051177.

The provision of services shall be based on the customer's business processes and the customer-defined service criteria quality.

Service opportunities

Call Topics:

  • Service inquiries, for example, information about products and their prices, business hours and location;
  • Receiving of orders, registration and the possibility to transfer this to the customer's sales team;
  • Receiving customer feedback and transmitting it, for example, solutions, gratitude, complaints;
  • Technical support, for example, consultations about the internet or reactivation of the telecommunications service.

IVR possibilities: 

  • Communication playback;
  • Menu breakdown;
  • Statistics based on choices.

Service standard reports are prepared on a monthly basis:

  • Service level report;
  • Inbound contacts per day / month;
  • Answered contacts per day / month; 
  • The average duration of contact per month;
  • The total contact minutes per day / per month;
  • Contact service level of service (if defined) day / month.

Number of registered contacts report by topic (if defined).

Incoming calls are recorded and stored for three months. Contact service in two languages ​​- Latvian and Russian.



  • Customer service 24 hours a day, 7 days a week;
  • A stable, manageable and measurable quality of service;
  • Professional consultations;
  • Fast and flexible response to changes in the amount of contact;
  • Predictable and transparent customer service costs;
  • Care for staff workload and undertaking of technology maintenance for the outsourcing provider.