The Power Customer Service Center provides a unified power supply special service telephone number for the national power system95598Relying on various business technology support systems, through telephone, fax, SMS, pagingEmail、WEBWe provide various types of customers with services such as power business consultation, inquiry, power business acceptance, work briefings, agent management, power fault repair, complaints, and suggestions. systemThe platform can be deployed in a centralized or distributed manner, achieving intelligent management of traffic surges and virtual centralized and unified management of information systems. When there is a sudden increase in traffic in a certain area and the agents in that area cannot meet the demand, other area agent resources are fully utilized to achieve emergency handling of traffic and improve service quality.
Acceptance of electricity business

By manually responding through the call center, we accept various electricity business applications from users, such as new installation, capacity expansion, and changes in user services. The customer service system can also provide timely feedback on the acceptance results and progress to the call center. Through the voice synthesis system, users can perform self-service queries and proactively call out feedback to customers when appropriate.

Power business inquiry and consultation

Through manual and automatic voice responseInternetProvide information on electricity policies and regulations, current electricity prices, preferential policies for electricity consumption, regulations and fees related to new installations and changes in electricity usage, power outage plans, electricity bills, arrears, knowledge of electricity safety, electricity encyclopedias, ongoing processes, and related data inquiries..

Customer arrears reminder

In adoptingTTSAfter the implementation of speech synthesis technology, electricity payment reminders can be automatically and regularly called out to customers in arrears by the call center through automated phone calls, and voice prompts for electricity payment reminders can be played.

Customer follow-up and satisfaction survey

Proactively conduct regular follow-up and survey visits to important customers to improve service quality and customer satisfaction. Due to the possibility of adoptingTTSSpeech synthesis technology is used to automatically implement playback and investigation functions, so it will not occupy call center agent resources.

Power outage forecast

Notify important customers of power outages through automated phone calls, fax, online publishing, email, and other methods controlled by computer processes. The power outage notification is mainly based on automatic telephone notification, supplemented by online information dissemination.

Work Briefing

Regularly generate daily reports on data management, customer service work, fault classification, complaint details, complaint reports, etc., as well as monthly reports on comprehensive business, comprehensive business charts, call volume, business volume, repair service quality, complaint service quality, satisfaction rate statistics, repair telephone process, weekly report list, etc.

Seat monitoring

Real time online display of the status of all agents and call status, and remote monitoring of customer service personnel's phone calls.

Power fault repair report

Answer various power fault reports and respond quickly through the call center's manual seat. Capable of notifying relevant repair departments through computer network processes, automatic telephone calls, short messages, etc. based on the location and nature of the fault for repair. After the fault is resolved, the restoration of power supply information will be fed back to the customer through automatic telephone calls and subject to customer supervision.

Customer dismantling suggestions

We accept various complaints and suggestions from customers regarding power supply services through manual response via power supply special service telephone, interactive voice, email, etc., and transmit the complaint and suggestion situation through computer processes. We also form a closed-loop processing control with functional departments to feedback the processing results to the complaining customers.