The Electricity Company of Ghana (ECG), in its quest to improve its customer service operation to electricity users both domestic and commercial, embarked on improving their customer service image and hopefully the experience. The service was outsourced to e.Services and the positive verdict has been clear.
The Call Center handles all enquiries for faults, billing issues, outages, and general information on service delivery. It is equipped with a trouble ticketing system that will log calls and escalate customer issues to the ECG back office and control room for efficient resolution.
e.Services also carried out outbound services aimed at measuring and monitoring customer satisfaction and dissatisfaction of ECG customers.
The surveys are conducted monthly leveraging our predictive dialer and skilled workforce. The data is then analyzed using technology to determine how well or worst the company is performing. Within the period of six months we have had 5,721 responses with a total of 4,463 completed customer bio-data gathered.
Client: Electricity Company of Ghana
Date: February 10, 2011
Skills: Contact Centre Operations, Customer Experience, IT-Support, SLA Monitoring, Voice of Customer (Data & Insights)