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HindustanTimes Thu,28 Aug 2014

PSPCL hires BPO company to operate its call centre

Ravinder Vasudeva, Hindustan Times  Ludhiana, October 18, 2013
First Published: 09:49 IST(18/10/2013) | Last Updated: 14:07 IST(18/10/2013)

The Punjab State Power Corporation Limited (PSPCL) has hired a BPO services provider company, Serco, to operate and manage its centralised call centre for major cities, having a central base in Ludhiana.

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According to sources, the company has bagged the threeyear contract from the PSPCL to operate and manage its centralised call centre, distributed walk-in customer relationship centres and nodal complaintcum-fault control centres.

The contract, which is extendable by two years, will provide over 550 operational staff spread across 47 towns in Punjab and a central control centre in Ludhiana, said KL Sharma, director distribution, PSPCL.

By continuously improving service standards and establishing centralised control and monitoring of the customer service process, Serco plans to provide higher transparency and a more timely action initiation in order to enhance customer satisfaction levels.

The PSPCL at present is facing severe problem in accepting bills online including from its customer centres. The payment of electricity bills on PSPCL customer centres have also become a problem as the company operating the server has failed to maintain it.

“We hope to bring all things on track once the company starts a full-fledged customer centre,” stated a senior PSPCL official.

In a statement, Susir Kumar, CEO of Serco, said the company would aim at transforming the customer contact services, operational excellence and cost efficiency, while maintaining the highest levels of customer service.

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