Celebrating the 61st anniversary of the traditional day of Vietnam Electricity sector (December 21, 1954 – December 21, 2015), the Southern Power Corporation of the Electricity of Vietnam (EVN SPC) launched the Customer Service Centre. This move is part of a series of events launched to celebrate the “Customer Gratitude Month” of Vietnam Electricity (EVN).
Boosting responsiveness
Located at 12 Thi Sach Street, Ben Nghe Ward, District 1, HCMC, the Customer Service Centre of EVN SPC (trading name EVN SPC.CC) is equipped with modern technology, using the model of one Contact Centre containing database for 21 member companies in 21 southern provinces.
Mr Nguyen Phu Hoai Nghia, Director of EVN SPC.CC, affirmed that all customers need to do is to dial 19001006 to have all inquiries about the use of electricity and electricity customer service answered quickly and promptly. With 73 operators working 24/7 and being able to simultaneously receive up to 120 calls, the Centre can serve 6.8 million customers in 211 districts of 21 southern provinces/cities. In addition to the telephone channel, the Centre also receives feedbacks and questions via SMS, email (cskh@evnspc.vn), chat and mobile apps, and gives answers on the customer service website www.cskh.evnspc.vn in a convenient and quick manner, allowing customers to communicate with EVN SPC, power companies and district power units anytime, anywhere.
Openness and transparency ensured
According to Mr Nguyen Phuoc Duc, Deputy General Director of EVN SPC, information sent by customers to the Centre would enable the corporation to supervise the running of business and customer service in an open and transparent manner. Besides the role of a focal point of customer care, the Centre also functions as an advisor for the EVN SPC in the formulation of policies and planning as well as the implementation of customer care programmes and customer service, at the same time it monitors the quality of customer services in 21 members of the EVN SPC. In addition to the main services including: electricity customer services; consulting services on client development and use of electricity, providing procedure guidance, answering customers’ questions, collecting feedback of customer satisfaction; providing information on electricity and other fields for customers; making transactions and exchanging information with partners and other relevant units in the field of customer care; the Centre also produces statistics, gathers and analyses data on call traffic, the service rate and periodical productivity; organizes training courses of customer service. “We believe that the Customer Service Centre of EVN SPC will help further improve our service quality, and bring greater satisfaction to customers,” stressed Mr Nguyen Phuoc Duc.
According to Mr Nguyen Tan Loc, Deputy General Director of EVN, with a high sense of responsibility toward customers, in recent years, in addition to the ongoing effort in investing and expanding the scale of power systems to meet the increasing daily electricity demands for socio-economic development as well as people's activities, EVN has been step by step innovating, improving service quality and communication with customers following the motto “three easy”: easy to access, easy to join and easy to monitor. “While previously our units only had 4 indicators for power business to follow (commercial power, power loss, average electricity price and sales), now they have another 14 indicators relating to quality customer service,” informed Mr Nguyen Tan Loc.
Mai Khanh
Vietnamese
