Automatic access to emergency information in the call center of Elektrodistribuenie Sever

Power Distribution North has added new functionality to the existing interactive voice response system on its national phone 0700 161 61.

The special application allows the client to receive information about whether an accident has already been registered for his object. After selecting the “For emergencies” option and the corresponding geographical area from the telephone keypad, the customer and his places of consumption are identified by the phone number from which the call comes. The information is received automatically, without having to listen to additional messages or wait for an operator. It is also possible for customers to make checks for registered accidents by customer number themselves, of course the option of contacting an operator remains available for further consultations.

The call center is one of the busiest communication channels of ENERGO-PRO. In the past year (2019), line 0700 161 61 served an average of about 750 incoming calls per day, with every 9 out of 10 customers contacting the company on their first call. The most frequently requested information is on topics related to power outages by areas - planned or emergency, the accounting of electricity and the means of its commercial metering, as well as in relation to the services from the updated price list of the electricity distribution company.

With the expansion of the range of functionalities available through the call center, Elektrodistribuenie Sever pursues its aspiration to provide quality, competent and fast service to its customers.