Advertisement

HindustanTimes Sun,21 Dec 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.

Advertisement


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.

comment Note: By posting your comments here you agree to the terms and conditions of www.hindustantimes.com
blog comments powered by Disqus
Advertisement
more from Ludhiana

Ldh immolation: 'Victim had phone access during abduction period’

Breaking their silence in the case of immolation of 16-year-old girl of Dhandari Kalan here, the police on Saturday said the victim was allegedly in touch with a person over mobile phone from October 25 to 27, the period when she was allegedly abducted by four accused of the same locality and was confined at an unidentified place.
Advertisement
Advertisement
Advertisement
Copyright © 2014 HT Media Limited. All Rights Reserved