Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
Become a Basic Member for free. Click Here

News : Utility Services' Customer Service are Not Above Average

#contactcenterworld

Kingston, Jamaica, March 26, 2018 -- The Office of Utilities Regulation (OUR) revealed that none of Jamaica's utility service providers are providing an above average in-store customer experience.

The OUR said it concluded that there is a "significant" 30 per cent customer satisfaction gap after it did a mystery shopping exercise between July and August 2017.

"The survey was carried out across four utility service providers: the Jamaica Public Service (JPS), the National Water Commission (NWC), Digicel and FLOW, by Market Research Services Limited. Among the objectives of the study were too ascertain the levels of customer satisfaction with customer service offered by the operators," the OUR said in a release today.

The regulation office said the utility companies were scored on the physical space in their stores, the quality of customer service, and service representatives' knowledge of specific services that the company offered.

"Telecommunications provider, FLOW, topped the overall scores with 71 per cent, JPS came in second with 70 per cent. Digicel garnered a combined total of 69 per cent and NWC, 67 per cent".

The OUR said JPS topped the utility companies scores in customer service and got top marks for its physical space, scoring 80 and 97 per cent respectfully.

The OUR cited service above expectation and acknowledging customers upon entry were consistently featured among the weaknesses identified across nearly all service providers.

The OUR further informed that it intends to conduct annual mystery shopping exercises across all utility sectors and intends to share it with the public.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.jamaicaobserver.com


About Office of Utilities Regulation:
Company LogoThe Office of Utilities Regulation (OUR) is a government agency established by an act of Parliament in 1995 to regulate the operations of utility companies in Jamaica.
Company RSS Feed   Company Profile Page

Today's Tip of the Day - Hours Of Access

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

Published: Tuesday, March 27, 2018

Printer Friendly Version Printer friendly version

2020 Buyers Guide Payment Services

 
1.) 
Eckoh

CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)
PH: 01442 458300
 

ABOUT US IN 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =