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
Lack of Timely Assistance
Disorganized Communication
Solution Overview
Centralized Helpline
Integrated Complaint Management
Real-Time Monitoring and Transparency
Enhanced Accessibility
Key Features
Core Functionalities
Interactive Voice Response (IVR)
Skills-Based Routing
Integrated Complaint Management System
Call Recording & Monitoring
Customer Relationship Management (CRM)
Voice Log/Call Log
Feedback Collection
Call Transfer
Enhanced Operational Efficiency
Automatic Call Distribution
Live Management Dashboard
Unlimited Queues
Outbound Dialer for Campaigns
Reporting, Listings, and Analytics
Integrated Workforce Management
Web Integration and App Integration
Multi-Level IVR
Technology Platform
php
.Net
Asterisk
MySQL
Linux Apache Server
Core Expertise
Contact Center
DevOps
Cyber Security
Data Science and Analytics
Impact
Improved Accessibility
Faster Resolution
Enhanced Customer Satisfaction
Operational Efficiency
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.