First year of the work of the TNS energo Call Centre: a high level of service in working with clients across 11 regions of Russia

During the year, the holding’s customers received more than 2 million consultations on various matters related to energy supply. On average, the company’s specialists processed monthly 240 thousand calls, taking into account that automated services were available, too.

In the majority of regions, the submission of meter readings has become the most frequent reason to contact the One-stop Call Centre with a question (48% of the total number). The company’s clients also asked questions about using remote services, the installation and replacement of individual electricity meters, the conclusion of power supply agreements, etc.

Alexey Sitdikov, Deputy General Director for Development of the PJSC TNS energo Group of Companies, said: “The availability of the One-stop Call Centre and the use of up-to-date technology in its work allow us to receive the most accurate feedback fr om our clients across all the regions wh ere the holding operates. Analysis of the calls and questions from our clients forms the basis for working on our strategy for the further development of our energy retail companies and on improvements to our service quality”. 

The TNS energo Call Centre was launched in January 2015 in a pilot capacity in the Tula and Nizhny Novgorod regions. By August 2015, the Centre had become fully operational with customers across all the holding’s regional energy retail companies able to contact the company’s enquiry office by phone to ask questions or to leave messages or complaints. The specialists at the Call Centre are ready to help the company’s clients with any matters, related to consumption and payment for electricity. Each caller can rate the Centre’s specialist he/she talked to according to a five-point scale.

Company Profile

The PJSC TNS energo Group of Companies is a participant in the wholesale electricity market, managing 10 guaranteeing suppliers serving around 21 million consumers in 11 regions of the Russian Federation: PJSC TNS energo Voronezh (Voronezh region), JSC TNS energo Karelia (Republic of Karelia), OJSC Kubanenergosbyt (Krasnodar region and the Republic of Adygea), PJSC TNS energo Mary El (Republic of Mary El), PJSC TNS energo NN (Nizhny Novgorod region), JSC TNS energo Tula (Tula region), PJSC TNS energo Rostov-on-Don (Rostov region), PJSC TNS energo Yaroslavl (Yaroslavl region), LLC TNS energoVeliky Novgorod (Novgorod region) and LLC TNS energo Penza (Penza region). According to its 2015 results, the Group of Companies supplied 63.2 billion kWh of electricity.