Abuja Electricity Distribution Company (AEDC) has upgraded its customer contact centre with automated interactive multi-channel plaforms for improved service delivery.
The Managing Director of AEDC, Ernest Mupwaya made this known in a statement in Abuja on Friday.
Mupwaya said the centre was upgraded and automated in a bid to put the customer first.
The managing director said the call centre, which had been in existence since June 2014 was upgraded because modern day customers had become used to demanding services from the comfort of their homes .
“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 one,”he said.
“Modern day customers have become accustomed to demanding for service from the comfort of their homes through virtual means enabled by technology.
Specifically, he said the remodeled customer contact centre would deliver on six services, which include interactive multi-channel customer contact .
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“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,” he said.
Mupwaya said that the new centre was also expected to provide customers notifications on cash drive and such other activities that affected the settlement of their electricity bill.
(NAN)