NESCO Call Center
In collaboration with Synesis IT, the Northern Electricity Supply Company Limited (NESCO) launched a call center in the Rajshahi and Rangpur divisions of Bangladesh. This helpline allows residents to report power supply issues and access NESCO’s services by dialing 16603, providing a direct and accessible communication channel for customers nationwide.
NESCO Call Center
Introduction to the Project
The NESCO Call Centre provides 24/7 service for electricity-related concerns, ensuring prompt issue reporting, complaint tracking, and resolution. This centralized platform enhances service transparency and operational efficiency, addressing customer grievances effectively.
Challenges Before NESCO
Difficulty in Reporting Issues
Customers faced delays and inefficiencies due to the absence of a centralized platform for reporting power outages or billing concerns.
Lack of Timely Assistance
Residents struggled to access real-time support for electricity-related problems, leading to dissatisfaction and service delays.
Disorganized Communication
The absence of streamlined processes created challenges in tracking complaints and providing updates to customers.
Solution Overview
Centralized Helpline
A 24/7 call center, accessible by dialing 16603, simplifies the process of reporting and resolving power-related issues.
Integrated Complaint Management
The system ensures all grievances are logged, tracked, and resolved efficiently, with updates provided to customers.
Real-Time Monitoring and Transparency
Supervisors oversee operations in real-time, ensuring efficiency, while customers can track the progress of their complaints.
Enhanced Accessibility
Multiple communication channels, including SMS, email, and web integration, ensure seamless customer interaction.
Key Features
Core Functionalities
Interactive Voice Response (IVR)
Multi-level IVR for self-service navigation and reduced wait times.
Skills-Based Routing
Directs calls to the most qualified agents for efficient service.
Integrated Complaint Management System
Tracks and resolves grievances with escalation protocols.
Call Recording & Monitoring
Ensures quality assurance, compliance, and accountability.
Customer Relationship Management (CRM)
Provides a centralized view of customer interactions and history.
Voice Log/Call Log
Maintains a detailed record of all calls for analysis and follow-up.
Feedback Collection
Captures customer insights for continuous service improvement.
Call Transfer
Enables seamless redirection of calls to the appropriate personnel or departments.
Enhanced Operational Efficiency
Automatic Call Distribution
Optimizes call handling by routing calls to the right agents.
Live Management Dashboard
Offers real-time visibility into call center performance.
Unlimited Queues
Manages high call volumes without service interruptions.
Outbound Dialer for Campaigns
Facilitates outreach and awareness campaigns.
Reporting, Listings, and Analytics
Provides data-driven insights for performance optimization.
Integrated Workforce Management
Improves staffing and scheduling efficiency.
Web Integration and App Integration
Supports digital interaction and enhances system functionality.
Multi-Level IVR
Tailors customer routing for precise query handling.
Technology Platform
php
.Net
Asterisk
MySQL
Linux Apache Server
Core Expertise
Contact Center
DevOps
Cyber Security
Data Science and Analytics
Impact
Improved Accessibility
Customers can now report issues or seek information anytime without delays.
Faster Resolution
Complaints are addressed more promptly, reducing downtime and customer frustration.
Enhanced Customer Satisfaction
Reliable 24/7 service and transparent complaint tracking have improved trust and engagement.
Operational Efficiency
The centralized system streamlines workflows, ensuring timely interventions and better communication between NESCO and the public.
Conclusion
The NESCO Call Centre has transformed the way electricity supply issues are handled in the Rajshahi and Rangpur regions.This service ensures that customers receive timely and effective support, contributing to better electricity service delivery in the region.