TNS energo Group expands functions of its One-stop Call Centre

Furthermore, all the holding’s customers now have the opportunity to provide feedback on the quality of service that they receive from the enquiry service operators. After completing their conversation, the caller is asked to rate the service according to a five-point scale, depending on their satisfaction with the specialist’s work.

Alexey Sitdikov, Deputy General Director for Development of the PJSC TNS energo Group of Companies, said: “The expansion of the Call Centre functions and improvements to the system of interaction with our clients are two of the key directions of our work, aimed at improving our quality of customer service in all the regions wh ere the holding operates. Our task is to build maximum efficiency in our communications with our clients, and this includes implementing the feedback system”. 

Note that the TNS energo One-stop Centre started operating in December 2014. In total, since the launch of the Call Centre, its operators have provided assistance to 2.5 million clients. The Call Centre also has an automated client information system. Using this system, customers can quickly obtain information on the presence or absence of indebtedness, and on the implementation of new customer services, plus being able to submit individual meter readings or to find out the date of a meter check, and to obtain the addresses and phone numbers of the nearest service offices.

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 (Krasdodar 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 energo Veliky 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.