The important role of Customer Care Centers
EVN’s Chairman Duong Quang Thanh affirmed that the performance of Customer Care Centers under 5 Power Corporations over the past 5 years had proven the effectiveness and necessity of customer care activities in realizing EVN's motto "the customer is our existence".
The Customer Care Centers serve customers on behalf of EVN. Through contact with the Customer Care Centers, customers will see the serving attitude and service quality of the power sector, etc. The convenience of using services through the Customer Care Centers has been recognized by customers, especially during the COVID-19 pandemic.
The Customer Care Centers have contributed to improving the quality of electricity services, creating innovations in business - customer service activities of EVN.
EVN’s Chairman of the Board of Directors Duong Quang Thanh delivered keynote address at the conference
5 year impression
Director of EVN's Business Department, Mr. Nguyen Quoc Dung, said that the period of 2013 - 2019 marked a strong transformation of business - customer service on the basis of IT application, digital transformation in the management and service delivery processes. EVN has shifted from a pure electricity supplier to a provider of care, service and convenience to customers.
Especially, in 2015, EVN's Board of Directors decided to set up Customer Care Centers under Power Corporations. In the first stage, the Customer Care Centers provided information advisory service, receiving and answering questions from customers mainly through call centers.
EVN's Chairman of the Board of Directors Duong Quang Thanh (the third from the left in the first row) and EVN's Vice President Vo Quang Lam (the second from the right in the first row) awarded Certificates of Merit from the Commission for the Management of State Capital at enterprises for individuals having outstanding achievements in customer care activities
Since 2017, the Customer Care Centers of the power sector have undergone a strong reform, not merely acting as information bridges but also as "online transaction offices". Currently, EVN has provided online electricity services at level 4, the highest level regulated by the Government. By 2019, the entire process of providing electricity services to customers will be done electronically.
With 24/7 service through multi-channels of the Customer Care Centers, customers' access to and use of electricity services becomes increasingly convenient. On the digital transformation roadmap, the Customer Care Centers have applied artificial intelligence (AI) to develop chatbots to serve customers via Facebook messenger application, developing "virtual assistants" based on "text to speech" technology to answer customers, etc. On average, every year, the Customer Care Centers deal with 8 million customer requests.
In addition to the traditional call centers, EVN's electricity customers have become more and more familiar with and gradually shifting to other contact channels such as: applications on phone, email, webchat, and via social networks such as Zalo, Facebook, etc. As of the third quarter of 2020, over 82% of the customers have known phone numbers or email addresses for connection or information notification.
EVN’s Chairman of the Board of Directors Duong Quang Thanh and EVN's Vice President Vo Quang Lam awarded Certificates of Merit from Vietnam Electricity to individuals having outstanding achievements in customer care activities.