EVNHCMC Customer Care Center is the first established customer care unit in the Power sector.
EVNHCMC Customer Care Center receives and processes tens of millions of customers’ requests in 10 years
In 10 years, the center has received more than 22.5 million calls from customers, receiving an average of 5-6 thousand calls daily, up to more than 10 thousand calls at peak times.
The center has received and processed more than 31.4 million requests via the website. The Center continuously improves and upgrades new features on the website to make it more convenient for customers to communicate with the Power sector.
For the digital transformation task, the center has put into use some application software such as GIS application in customer care, EVNHCMC Customer Care App, Zalo Page, connecting 2 switchboards and especially putting into operation the Multi-channel Customer Care Call Center from December 2021.
The center was evaluated by an independent consulting company, ranked 1st in 5 customer care centers of EVN with 8.85/10 points.
To build and develop the center further in the coming time together with the general development of EVNHCMC, especially completing the digital transformation task in 2022, Mr. Bui Trung Kien - Deputy General Director of EVNHCMC suggested the center continues to carry out regular training to improve the qualifications of agents. Along with that, focus on building super applications (Super App), building 360o Website to help customers well experience the Power sector’s services, building a "Data Warehouse" and deploying AI applications in the customer care work.