Improve the receiving capacity
Mr. Nguyen Trong Phung - Director of EVNNPC.CC said, in order to timely receive and process information of power users in peak period of the hot season in 2018, in addition to obtaining enough necessary information for telephonists to provide customers, responses, enquiries, support, help customers, EVNNPC.CC also had upgraded the ability to receive customers’ calls. Accordingly, in addition to the existing 60 telephonists of the Center, EVNNPC.CC also had entered into contracts with a partner, being ready to mobilize 90 more qualified telephonists to work at the time of sudden surge in the number of calls.
In parallel with supplementation of human resources, EVNNPC.CC has also invested and upgraded their technology infrastructure, meeting the increasing enquiries from customers. Currently, the Center can receive up to 90 calls at the same time.
The Center has also deployed the software name “Supporting Telephonists to answer enquiries on electricity” with situations of questions and answers compiled from procedures, regulations by the law, the Power sector; particularly, the software for calculations related to electrical engineering which can be used to support operators, surveyors in installing meters and considering to select wires and equipment. This software has been integrated into the CRM software system, telephonists can interact directly on their computers when directly dealing with customers.
Telephonists of evnnpc.cc striving to answer customers’ enquiries in shortest time
Diversifying channels for customer communications
At the initial period of establishment, EVNNPC.CC only connected with customers through 3 channels: Switchboard 19006769, SMS and Email. Currently, the Center has enhanced the application of information technology, diversified such customer communication channels as Zalo, Facebook, Livechat, etc. The channels are arranged with on-duty force of operation by the Center, ensuring stable, uninterrupted operation.
Particularly, on such transaction channels as Webchat, Facebook, Zalo, Email, EVNNPC.CC has applied artificial intelligence (AI) in transactions with customers when they access a number of electricity services. By diversifying communication channels, EVNNPC.CC desires to get closer approach to power users; becoming the place to answer “all enquiries about electricity” from customers in 27 provinces/cities in the North.
Mr. Ho Manh Tuan - Deputy General Director of Northern Power Corporation confirmed that, in the hot season, immediately upon receipt of directly or indirectly feedbacks, complaints about the power outages, meter reading, dramatic increase in electricity bill’s amount, etc., through the Customer Care Center, leaders of the unit should organize the verification and direct interpretation or complete resolution within the day thereof.
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EVNNPC.CC’s switchboard 19006769:
- Received 459,454 calls in the first four months of 2018.
- Expected to receive 250,000 calls/month in the summer of 2018.
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