Port-Harcourt Electricity Distribution Company, PHED, has inaugurated a 24/7caIl centre service that will enable customers contact the company at anytime of the day to make enquiries and lodge their complaints.
The call service centre which have been operating for about 12 hours daily including weekends, extended its services to 24/7 so as to enable customers contact PHED at any time of the day.
Speaking at the formal opening of the centre on Tuesday, the Chief Executive Officer, PH ED, Mr. Jay McCoskey, said the 24/7 call centre service represented yet another milestone in the quest towards delivering excellent service to PHED’s customers across its operational region.
“Our focus as a company is to provide outstanding services to our customers. The achievement of a round-the-clock customer service is a major step in our overall customer service delivery plan of PH ED,” he said
According to McCoskey, with the new 24 by 7 call centre the electricity industry is steadily moving towards delivering services that other sectors of the economy are known for; adding that more innovations would be added in the future.
“Round the customer service is already operated in some sectors of the Nigerian Economy and the electricity industry should not be an exception. This informs our decision to invest in delivery of this service.”
He enjoined customers who have issues with power supply or want to make general enquiries concerning the company’s service to contact the company using any of the six customer service lines which have direct access to the customer care staff and the interactive Voice and Response (IVR).
Under the 24/7 service, customers from any of the PHED operational zones, Akwa lbom, Bayelsa, Cross Rivers and Rivers, can reach PHED by calls and text messages for immediate response to their issues depending of the nature of the complaints.
Every report received is immediately tagged and sent to the appropriate person to treat. Once the issue has been address, the customer is also notified.
The CEO explained further that aside the call centre, PHED still operated other channels of communications such as electronic mail, social media and formal letters adding that other packages are underway to boost customer satisfaction including the New Customer Relationship Management tool; E- Bill Campaign Launch, New Commercial Service lines in Port Harcourt and Calabar, the Launch of MD & Masses Customer Satisfaction Survey and texting customers on Bill Generation/Past Due.
Meanwhile, the company also recently inaugurated a special telephone line and website where customers can specifically report electricity theft and employee corruption. By this, the company said that it wants to demonstrate its commitment towards stamping out questionable behavior and develop trust and confidence of the public. ###
Pius Dukor
