News : IKEDC Enhances Customer Experience with Upgraded Contact Center
March 31, 2014 -- In line with its commitment to ensure an enhanced customer experience for electricity consumers within its coverage area, the Ikeja Electricity Distribution Company (IKEDC) has upgraded its contact center to provide solutions to customer queries through interactive and multilingual platforms.
Known as "IKEDC Care" the contact center was upgraded to facilitate increased access to IKEDC and enable customers receive prompt attention on issues relating to billing, metering, faulty installations, etc, from the comfort of their homes and offices.
The contact center, according to IKEDC’s spokesperson, Pekun Adeyanju, represents the company’s commitment to deepen the customer experience through innovative and speedy solutions to customer queries. "We are delighted to pioneer this service in the Power sector and urge all our customers to call the numbers today to experience the service and let us know how we may be of help, as we continue to work towards the goal of ensuring efficient power supply across our network in the near future," he said.
Adeyanju said the contact center’s Interactive Voice Response (IVR) system and multilingual platforms, is designed to serve customers in English, Yoruba, Igbo, and Hausa and will ensure that the voice of every customer counts whilst empowering IKEDC to provide smart solutions and sustainable customer services.
Describing the platform as "secure, efficient, convenient and user-friendly", Adeyanju explained that the contact center complements IKEDC’s ongoing investments in new technology, robust metering solutions and capacity building geared towards the provision of a "total customer experience" within the company’s network.
According to him, the exercise will involve a phased introduction of "customer walk-in centres" that will be fully equipped to provide prompt services to customers who decide to visit any of IKEDC’s 11 business offices in Abule-Egba, Akowonjo, Ikeja, Ikorodu, Ikotun, Ipaja, Odogunyan, Ogba, Ojodu, Oshodi and Somolu.
He added that monitoring mechanisms and service level agreements have been built into IKEDC’s service platform to ensure high standards and opportunities to implement improvements as the company continues to engage with customers.
"The upgrade has increased IKEDC’s service profile as the center can serve as a one-stop shop for receiving and acting on customer concerns, eradicating the need for liaison with impostors or persons wishing to extort money from members of the public to solve electricity issues. We remain resolute in our quest to light up Lagos by rendering the best services possible," he stressed.
Posted by Veronica Silva Cusi, news correspondent
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About Ikeja Electricity Distribution Company:
Ikeja Electricity Distribution Plc (IE) is Nigeria's largest power distribution network.
Published: Wednesday, April 2, 2014