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.

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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.