The number of calls to call centers has increased dramatically
The scorching heat wave in early July 2018 has resulted in the highest ever electricity consumption demand. Consequently the demand for power supply consulting services of customers has increased sharply.
Ms. Nguyen Hoang Anh, Director of Customer Care Center of Hanoi Power Corporation (EVNHANOI), said that from July 1 – July 4, 2018 the total number of calls to the call center was up to 19,029, an around 500% upsurge against the same period of 2017.
In the Customer Care Center of Central Power Corporation (EVNCPC), Mr. Le Van Tuong – Director of the Center, stated that during hot days in early July 2018, the number of customer calls increased by 150% over the same period of 2017, with about 3,000 calls per day.
The pressure on operators in these days was huge. Not only did they receive a lot of requests from customers, but customers seemed to be "more fastidious" when encountering problems with electricity services in the hot weather. Therefore, operators not only gave advices or answered customer's questions, but also acted as a "communicator" to gain customers’ understanding and sympathy once the power system had to "burden" the highest ever and unprecedented peak load and electricity output.
Operators in EVNHANOI Customer Care Center are ready to receive requests from customers
Ready to serve customers
Foreseeing a sharp increase in the number of customer calls in the hot season, five customer care centers of the power sector have invested in their technology infrastructure, upgrading transmission lines, and improving service capacity. Each customer care center can simultaneously receive from 50 to 90 customer calls.
At the same time, customer care centers have well prepared their operator workforce, mobilizing personnel from professional departments to support operators at peak times. Typically, EVNHANOI Customer Care Center mobilized up to 400 staffs in the first four days of July 2018.
The quality of counseling and serving customers has been paid much attention to by the customer care centers. To support operators, the centers have put into practice software "Supporting operators to answer electricity information requirements". The software is integrated with CRM and CMIS systems, helping operators easily interact and look up information while dealing with customers.
In addition, the customer care centers have enhanced their communication channels, helping customers easily access counseling services via Zalo, facebook, webchat, email, etc. The artificial intelligence chatbot enables and enhances the provision of services to multiple customers simultaneously.