AEDC Upgrades Customer Contact Centre, Promises Improved Customer Services
Oru Leonard
The Managing Director/CEO of Abuja Electricity Distribution Plc (AEDC) ,Engr. Ernest Mupwaya has said that the bid of the Company to drive continuous improvement and engender customer centricity has pushed it to modernise and automate the customer contact centre to a full fledged contact centre.
The MD/CEO said the call centre, which had been in existence since June 2014 had to be upgraded because modern day customers have become used to demanding for service from the comfort of their homes and AEDC as a player in a service industry critical to the life and business of the people cannot afford not to rise up to the demand of the customers.
“successful 21st century businesses thrive by placing customers at the heart of their businesses by breaking all barriers to customer engagement. Modern day customers have become accustomed to demanding for service from the comfort of their homes through virtual means enabled by technology”, Engr Mupwaya noted.
The remodeled customer contact centre is therefore expected to deliver on six services, which include interactive multi-channel customer contact using such platforms like the social media, emails, live chat and call in service, interactive voice response in Pidgin and English Languages, real time historical reporting, provision of telemarketing and outbound campaigns as well as skill based routing on billing, metering, payment and technical expertise. The new centre is also expected to provide customers notifications on cash drive and such other activities that affects the settlement of their electricity bill.
On the issue of voice calls, the Managing Director disclosed that two of the contact centre numbers 08150181818 and 08150191919 hitherto in use have been phased out while a new number 08039070070 to enable customers reach the centre through a 24/7 voice call without any network issue has been procured. The AEDC Contact Centre can now be reached through any of the following numbers and other communication platforms.
Voice call: 08039070070, 08152141414 and 08152151515
Live chat: www.abujaelectricity.com
Facebook: @abujaelectricity
Twitter: @aedcelectricity
Instagram: @aedcelectricity.
