By using the Call Centre, consumers are able to obtain information on the status of their personal accounts, submit meter readings, specify working hours of customer offices, order the installation or re-programming of electricity meters and much more. From next year it is planned that the One-stop Call Centre will be taking calls from other legal entities as well as private account holders.
The One-stop Call Centre was launched in January 2015 with Tula and Nizhny Novgorod being the pilot regions. By August, all the regional energy retail companies of the TNS energo Group had joined the project.
The reason for creating the One-stop Call Centrewas to improve the quality of customer services. Bycentralising our technology,the cost savings mean that we can usethe same resources to implement a higher quality of service.We can use more sophisticated equipment, software, and organizational approaches. And what is most important, we are able to provide a higher level of quality control over that customer service, explained Alexey Sitdikov, Deputy General Director for Development of the PJSC TNS energy Group of Companies.
Thanks to the implementation of this comprehensive call center, the control both over allsubdivisions responsible for interaction with customers and over operators’ work qualityhas been improved. In particular, the average waiting time for connection with an operator has decreased for customers. Tracking of interaction between the energy retail companies and their customers has become more transparent due to the integration with asingle system for billing,application processing system and websites of the companies.
The centralization of services and development of the online service system allow peak activity periods to flow as painlessly as possible, especially evident when customers submit meter readings;immediately followingthe delivery of receipts; or after the introduction of new regulatory acts, governing the activity of the energy retail companies. Thus, the re-distribution of the workload has increased the quality of interaction not only for customers using new services, but also with those who still prefer conventional face-to-face service.
The PJSC TNS energo Group of Companies is a member of the energy wholesale market and also manages 10 guaranteeing suppliers, servicing more than 19 million consumers across 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 Mari El (Republic of Mari 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 energo Veliky Novgorod (Veliky Novgorod region) and LLC TNS energo Penza (Penza region). According to the results for 2014, the Group supplied a total of 63.7 billion kWh of electricity.