S & C

Loading

Call Centre

Voice – Inbound and Outbound

  • Customer Services including Queries and Complaints Management, Sales Campaigns Up Sell, Cross Sell and adding new accounts, Activation Services
  • Collections, Skip Tracing
  • Early, Mid and late stage customer service in B2B and B2C
  • Up Sell, Cross Sell and adding new accounts, Activation Services
  • Order taking, Reservations Advisory services, Fraud management

Non Voice Services

  • Back Office Services
  • Email, SMS, Social Media handling services, Webchat

Fault Rectification

  • Deployment of LCVs fitted with GPS, T&P items and trained manpower on 365 x 24 x 7 basis
  • Receive complaints from call center, visit consumer location and rectify the electric complaint falling within scope
  • Ensure that faults are removed/ rectified within 2 hours
  • Collect and record details related to outage, rectification carried out, meter details, material used etc

Tracking & Escalation

  • Locate nearest FRT through Vehicle Tracking System (VTS)
  • Track status of all complaints at a regular intervals
  • Auto SMS to consumer upon complaint resolution/closure
  • Auto SMS to client of “Out of Scope” complaints
  • Telephonic escalation to client officials for “Out of Scope” complaints
  • Tracking of escalated complaints till resolution

Under the Manpower Services

  • Deployment of LCVs fitted with GPS, T&P items and trained manpower on 365 x 24 x 7 basis
  • Receive complaints from call center, visit consumer location and rectify the electric complaint falling within scope
  • Ensure that faults are removed/ rectified within 2 hours
  • Collect and record details related to outage, rectification carried out, meter details, material used etc

Utility Consumer Complaint lifecycle