Press Release
One BSES. One Number, Now one number for all queries
- BSES’ new state-of-the-art Call Centre operations have gone live
- Customers no longer need to remember different numbers for
different queries
- Now just one number – one each for BRPL(39999707) and BYPL (39999808) – is equipped to
handle all types of BSES related queries
- New system is next generation IVRS based with a professional voice
over
- Number of lines have been substantially increased
- To make the transition seamless, for the next couple of months,
the old numbers will continue to function alongside the new numbers
BSES’ much awaited 360-degree Call Centre operation –
now housed in Vasant Kunj - has gone live. The new call centre operation has
put the previous call centre numbers to bed.
BSES customers no longer need to remember different
set of numbers for different services. All they have to do is DIAL 39999707 for
BRPL and 39999808 for BYPL.
This one number (one each for BRPL and BYPL) – is
equipped to handle all types of queries / complaints related to Bill, Meter,
Enforcement, Corruption, Power Supply and KCC. Customers calling these numbers are
greeted by a next generation IVRS based system - with a professional voice over
- gently guiding the caller to the relevant module.
That’s not all. Even the number of lines has increased
to 150 (from 100 earlier). To minimize the inconvenience during the wait time
(if any), there is pleasant music on hold.
Some of the latest technologies and systems put in
place to enhance the system reliability include:
- Multi layer
power back – capable of withstanding long downtimes even during an
unforeseen prolonged power cut.
- Backup for
every key equipment like Cisco Router and Firewall, Coral IVD EPBX, Data
Backup, Last Mile Voice back up through alternate Fiber/ PRI Links.
- Advanced
telephony reports for tracking SLAs / Abandoned rate etc – for analysis and bringing about
improvements in service delivery
- 99.5%
reliability - A system of penalties has been put in place to enforce
adherence
- Manned by a
dedicated team of trained personnel
“To make transition to the new number as seamless as
possible, without causing any inconvenience to customers, for the next couple
of months, the old Call Centre numbers will continue to function alongside the
new number (s). This will give customers sufficient time to get familiar with
the number, said a BSES official, adding, “We will be publicising the new
numbers(s) through various mediums including Synergy – BSES’ bi-monthly /
bi-lingual customer newsletter that goes to all its 23 lakh customers and also
informing the RWAs”.
According to a BSES spokesperson, “The new state-of-the-art
call centre operations are the latest addition in BSES’ continued and ongoing
efforts to provide its customers world class services – benchmarked against those
offered by leading global utilities – across service categories”, adding, “The
improved Call Centre operations have been designed to provide improved service
experience to customers calling BSES”.
BSES, Delhi’s premier power distribution company, is
committed to ensuring quality and reliable electricity supply to all its
consumers.
__________________________________________________________________________________
For further
information please contact:
|
Prashant Dua |
Chandra P Kamat |
|
Corporate
Communications |
Corporate Communications |
|
39999870 /
9312007822 |
39999088/9350130304 |