EVNCPC Call Center: Proactively reaching clients

Thanks to actively reaching, connecting to customers and constantly improving the quality of service, to date, the number of calls per day to the Call Center of the Central Power Corporation Customer Care Center (EVNCPC.CC) has increased nearly 430% compared to the time of its establishment.

Not having to come to transaction offices of the power sector when having demand for electricity services, customers in the Central region just need to call the Call Center 19001909. Counselors there will receive information, answer questions as well as receive service requests.

In order to facilitate customers’ contact and connection, the Center has diversified its information channels. In addition to the Call Center, EVNCPC.CC provides customers with many free 24/7 counseling channels, such as: Webchat, email, messages on facebook fanpage, or sending requests via Customer Care application on cellular phones. The number of customers using these channels has increased day by day.

Customer counselors of EVNCPC.CC. Photo: ĐVCC

Mr. Le Van Tuong - Director of EVNCPC.CC said that the number of customers being familiar with and using services of the Center over each year has increased exponentially. In 2015, when the Center initially came into operation, EVNCPC.CC received only about 700 calls per day. Up to now, the number of calls has jumped to about 3,000 calls per day. This is attributed to the Center's persistence in implementing the strategy "actively reaching customers". Over the past years, the Center has coordinated with power utilities to reach every household in 13 provinces in the Central region and Central Highlands with the aim of introducing online counseling services, online electricity services to customers. At the same time, the Center has promoted communication on mass media, proactively sending emails, texting messages, making calls to introduce services to customers.

In order to constantly improve the service quality, the Center has employed an independent consultant to survey customer satisfaction and actively made calls to ask for customers' opinions on service quality. In 2017 alone, at the EVNCPC.CC, the number of outbound calls was approximately 20% of incoming calls. The Center has self - evaluated the service quality of phone operators as well through reviewing and listening again phone calls and messages, thereby making appropriate adjustments. The sincerity and professionalism in customer service has helped EVNCPC.CC "get merits" from electricity consumers.

• 07/10/2018 09:28
• evn.com.vn
• 664