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News : CESU Expands Consumer Call Centre for Covid-19

#contactcenterworld

Bhubaneswar, India, April 20, 2020 -- Central Electricity Supply Utility of Odisha (CESU) has enhanced the capacity of its 24 x7 Consumer Call Centre at Bhubaneswar to serve its customers better during the lockdown period.

The Call Centre capacity has been augmented from 5-lines to 13-lines to ensure better consumer satisfaction. The Call Centre has also been moved to a new and bigger complex.

During the lockdown period, focus of CESU is mainly on better power supply to the customers.

Capacity of Call Centre has been enhanced for better and faster handling of consumer complaints of power breakdowns.

As social distancing (physical distancing) is the norm to prevent the spread of COVID-19, CESU has been encouraging customers for digital mode of payment.


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In view of the need to many customers in hand holding for digital payments also it has decided to expand its existing Consumer Call Centre capacity to ensure a hassle free communication with consumers over phone and reduce the need to visit the CESU offices.

The new Call Centre will help in the following:

•Registering the consumers complaints on power supply and coordinating with field offices for resolving the same

•Providing Billing Information through SMSs / e-mail and on demand of the consumers over the phone especially because during the meter reading was not taken in case a large number of LT consumers (domestic /commercial) due to lock down situation.

The bills are raised on last recorded consumption basis as per OERC Regulation. This billing information has been sent through SMSs to many consumers who have registered their mobile numbers with CESU.

However, a large number of consumers have not registered their mobile number with CESU and they are unable to know the billing information for the month of April’20, as there is no bill distributions during the lockdown period.

CESU requests all the consumers to register their mobile number by dialling 1912 and get their billing information, so that they can pay their electricity dues to avail a special rebate of 4% on and above the existing rebates and incentives (for LT Consumers) for the payment made during April’20.

During the Lock Down period, Central Electricity Supply Utility of Odisha (CESU) is working 24 X 7 to provide power supply to around 27 lakh households in its licensee area for ensuring their comfortable stay in their home during and helping in maintaining social distancing .

The consumers are requested to call 1912 on 24×7 basis to register their complaints related to power supply or electricity bills. Consumers are also requested to make their payment on electricity dues through digital modes to maintain social distancing.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://updateodisha.com


Today's Tip of the Day - Every Contact Counts

Read today's tip or listen to it on podcast.

Published: Tuesday, April 21, 2020

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