MEDC contact centre receives more than 293,000 calls

Business Wednesday 26/September/2018 15:00 PM
By: Times News Service
MEDC contact centre receives more than 293,000 calls

Muscat: The Muscat Electricity Distribution Company (MEDC), a member of the Nama Group, said that its contact centre received more than 293,000 calls since the beginning of the year and until the end of August.
As many as 86,000 calls were answered via an automated answering system that proved efficient in making the services of the company accessible to customers in an instant and smart way.
Further, the MEDC contact centre also replied to the inquiries of customers on social media platforms such as Twitter, Facebook, Instagram and WhatsApp.
The company's interest in the call centre and response to customers’ inquiries are based on MEDC's vision to be one of the best performing electricity service providers in the Middle East and North Africa region by 2022.
In line with its mission, that is based on enabling Muscat Governorate to have safe, and economic electric energy, in addition to focusing on servicing to customers, MEDC adopts an integrated communication system and uses advanced technological solutions to achieve the highest standards of communication between the contact centre staff and the various stakeholders of the company, including customers, partners, contractors and developers.
The company's call centre recorded remarkable results in 2017, with the call quality standard reaching 91 per cent, while the average response speed was 12 seconds. The MEDC contact centre includes a selection of qualified Omani staff who have a good command over various languages including Arabic and English.
The call centre provides an automated answering service that enables customers to access information instantly. This system also provides direct auto services to customers who do not need to speak to the staff.
Moreover, one of the most significant available services is the self-meter reading service, “You Know It Better”. Customers can also report hazardous events and speak with contact centre employees, if they desire to, or seek further information. It is worth mentioning that the contact centre of the company operates 24/7 during the whole week, including weekends and official holidays.