The Hindu : New Delhi News : New single-number system for power queries

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Sunday, May 18, 2008
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New single-number system for power queries

Staff Reporter

NEW DELHI: Power distribution company BSES has streamlined its operations by going live with the 360-degree operations through its call centre in Vasant Kunj that would provide consumers with access to all services through a single number -- 39999707 for BRPL and 39999808 for BYPL.

The BSES spokesperson announced on Saturday that these numbers have been equipped to handle all types of queries and complaints related to bills, meters, enforcement, corruption, power supply and key customer cell. Customers calling these numbers are greeted by a next generation interactive voice response system -- with a professional voice over -- that gently guides the caller to the relevant module.

To make the service more efficient and pleasant, the number of lines has been increased to 150 from 100 and music is played whenever a called is put on hold. For making the system more reliable a multi layer power back -- capable of withstanding long downtimes even during an unforeseen prolonged power cut – and a individual backup for every key equipment has also been provided. Also a system of penalties has been put in place to enforce adherence and trained staff man the system round-the-clock to address any need.

The BSES said: “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 numbers. This will give customers sufficient time to get familiar with the new numbers.”

Also, the company said, it would be publicising the new numbers through various mediums including Synergy, the BSES bi-monthly and bi-lingual customer newsletter that goes to all its 23 lakh customers. Moreover, the residents’ welfare associations are being informed about the new facility.

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