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IMPROVING SERVICE STANDARDS

September 09, 2013

JSC “Yekaterinburgenergosbyt”, a reliable supplier of electricity in Yekaterinburg, has 26 500 clients among physical entities and 11000 clients among legal entities. Naturally, their contact center is coping with a big amount of calls coming from their clients having a lot of questions. The work of the call center that was opened in 2011, shows how important direct communication with clients is. An energy distributor constantly needs to give clients information about new amendments in the legislation and solve difficult problems. One of the ways of informing the clients and increasing their loyalty is a call center, successfully established by the specialists of BEEPER.

The information service of BEEPER allows to efficiently solve the required issues. Agents of the contact center consult clients about maintenance of electric power meters, about ticketing energy consumption, about the amount of debts, and also receive metered values. Every cconsumer of the company can be sure that he will receive a quick professional response to his/her questions.

For the first half of 2013, the contact center processed by 1.3 times more calls than for the same period of the previous year. In May, 2013 a new toll-free number appeared and the number of calls increased by 40%. In addition, the level of accessibility to the service (HCR) is very high, it is 95%, and that became possible due to technological solutions by BEEPER.


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