EPDCL to launch centralised call centre soon

[sajiv]

VISAKHAPATNAM: As part of its next generation initiatives, Eastern Power Distribution Company of AP Ltd. (EPDCL) will shortly launch a centralised call centre to provide various services on interactive voice response system (IVRS) and alerts on follow-up action on complaints and suggestions and load relief through SMS.

These initiatives are being introduced for the first time in the State prompting the Central Power Distribution Company of AP Ltd. Chairman and Managing Director Sai Prasad to come on a study tour recently to the city and interact with his counterpart in EPDCL N. Gulzar.

IVRS system to benefit about 10 lakh consumers was kicked off at Siripuram call centre on November 4 last. By dialling 155333, one could lodge any complaint. Now, a decision has been taken to offer the same facility to 70 lakh consumers under the jurisdiction of EPDCL covering Visakhapatnam, Vizianagaram, Srikakulam, East and West Godavari districts.

"The SMS service through which alerts on power shutdown and load relief and complaints will be forwarded till the complaint is attended to and solved, will be launched very shortly. Right now, the process is on to finalise a service provider for SMS service," EPDCL General Manager (customer service) M. Sambhaiya told The Hindu on Monday. For SMS service, the mobile numbers of 70 per cent of the consumers visiting the call centre and customer service centres has been obtained.

The centralised call centre will provide service to all the consumers 24x7. A tie up has already been made with BSNL for accessing 155333 from any place in the five districts round-the-clock.

The software programming has been done for the new initiatives through Phoenix IT Solutions Ltd.

Company's Assistant General Manager (services) Venkat G said that for the first time in the State, EPDCL would have a strong data base of consumers and follow up on the complaints with the field staff as per the citizens charter.