Caption: PNG Power
Management and Board Members getting a hands-on feel of the call center.
By MATTHEW VARI
GONE will be the days when a call to the nation’s only
electricity supplier, PNG Power, for consumer queries will go unanswered as the
power company officially opened its first customer centre, located at CHM
Corporate Park Building, Gordons, and Port Moresby on Friday.
The new office aims improve the PNG Power’s standing in terms
of customer service, enabling dialogue between its customers in the corporate
and residential sectors- with a key focus on making electrical services
accessible and customer friendly.
Speaking at the opening the K300,000 facility- PNG Power CEO
John Tangit said the center would service their most important stakeholder- the
customer.
“We have to change in the way we support our customers, and
this is the frontline office, the face of the organization,” Tangit said.
“We have five criteria areas that we will now focus on in
order to achieve customer service excellence from the culture of the
organization, informational access, delivery, and the timeliness and quality of
service.”
The center will consist of two offices- the first being the
front office for corporate customer and the 24 hour call centre which will be
manned by 11 call operator to handle queries and concerns of customers on two
rotations of 8 hour shifts.
The CEO also announced the availability of a complaints line
for customers to ring up to report illegal connections or staff misconduct.
“There will be a provision for illegal connections that will
be password protected to ensure anonymity of those that report,” the CEO added.
Being the first of its
kind, the office will be in operation in Port Moresby only as of last week, and
call will be charge on an initial basis as the Boroko Toll Free numbers are
transferred to the center.
“Our biggest task is to keep customers informed, so they are
told what is happening and also in terms of illegal connections, fraud and the
abuse of assets by employee and their conduct we are now trying to clamp down
on with this system,” Mr Tangit said.
“Just knowing reasons as to why outages and other issues have
occurred eases frustrations on the part of the customer.”
He also indicated that through the customer center prior
notice could be given to customers via electronic communication platforms like
social networks and other communication mediums.
When asked by the Sunday Chronicle on guarantees to customers
of a first ring, first answer guarantee- the CEO gave the assurance of an 80
percent initial call success rate, citing improvement later to obtain 100
percent.
Main lines to the center for customers in Port Moresby will
be Digicel line 70308000, Telikom Landline 3036100, and Bmobile line 76325272.
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