SEB’s customer care centre operates 24/7

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PROFESSIONAL SERVICE: Morshidi (second right) with (from left) Lau, Lu, Lai, Aisah and Lo visit the Customer Care Centre after the launch at Wisma Sesco. — Photo by Jeffery Mostapa

KUCHING: Sarawak Energy’s Customer Care Centre, which operates round-the-clock to meet rising customer demands, was officially launched by State Secretary Tan Sri Datuk Amar Mohd Morshidi Abdul Ghani yesterday.

The centre is manned by 10 staff in the morning, six in the afternoon, and between two and four during night shifts.

Since operation started last September, some 220 calls had been registered on a daily basis.

Most of the complaints were on power outages and billings.

Sarawak Energy corporate services head Aisah Eden said the centre began dealing with technical queries for Kuching last November, and had thus far handled about 20,000 calls covering Kuching, Serian, and Sri Aman.

Forty-three per cent of the calls were on customer services, billings as well as technical queries such as power outage, faulty street lights and meter damages, she said at the launch at Wisma Sesco in Jalan Bako here.

Aisah assured that all staff manning the customer care centre had been professionally trained for the tasks entrusted to them.

“The centre reflects the importance of communication in order to deliver a world-class service to our customers. It also recognises the role of Sarawak Energy in the long-term development of the state.

“With this improved delivery of services operating 24 hours a day and seven days a week, we hope it will also further improve our customer relationships.”

Besides phone calls, she added that customers would be able to contact the centre via email, fax and short messaging system (SMS) too.

Speaking to the press later, Aisah said Sarawak Energy would expand its customer care services to the central and northern regions of the state this year.

“The service is divided into customer enquiries and technical queries. As far as technical queries go, we aim at setting up a second disaster recovery centre to better serve our customers.”

On the SMS services, she said plans were underway to offer easy access to customers for billing enquiries as well as outages and faulty street lightings.

The new centre is equipped with state-of-the-art contact centre technology to handle the influx of calls especially during outages.

It will also be able to monitor transactions and keep track of the services rendered by its customer care staff.

The system has intelligent queuing call back feature and broadcast announcements to cater for the surge in calls during outages so as to enable centre agents to return callers’ calls.

Sarawak Energy’s assistant general manager for customer management and metering services division, Lau Kim Swee, conceded that customers used to lament about customer call line being engaged, but with the latest technology in place the customer care staff would be able to respond to complaints promptly.

On response time, Lau said it all depended on the nature of complaints and outage, but some issues could be dealt with within 15 minutes.

Customers can forward their feedback and complaints by dialing 1300-88-3111 or email [email protected].

Among those present at the launching ceremony were Padawan Municipal Council chairman Lo Khere Chiang, Temenggong Lu Kim Yong and Customer Care Centre manager Christina Lai.