Number 19100 is reserved for free calls to Center for contact with the customers, as a central place on which the buyers can find answers for all their problems and doubts and get correct and timely information about all relevant questions regarding EPCG’s services, their bill and electricity distribution.
Services of the Call Centre may be obtained 24 hours a day. Operators stay at our customers’ disposal every working day from 8 a.m. to 8 p.m., while IVR services are available 24 hours a day, every day of the week.
The new, modern Call Centre consists of several segments, like modern call centres such as: automatic call distribution phone system, contact centre applications, application for managing and monitoring user requirements, IVR enabling its users standard services of access via IVR, application for statistical monitoring and analysis of operations of the Call Centre and the system to record conversations what would serve for more qualitative analysis and control of the operation of the Call Centre agents.
By using IVR, customers shall, 24 hours a day every day in a week, be informed about all the particulars of their last electricity bill and the state of their total debt, by simply entering their meter reference number, as well as about the manner for complaining over their electricity bills, methods of payment of electricity bills without any commission, activation of a service for receiving bills via SMS and electronic mail, planned outages in supply, contacts for registration of a fault, connection to the network, by selecting offered options on the IVR.
Kind operators shall stay at our customers’ disposal every working day from 8 a.m. – 8 p.m., for all information about the status of filed complaints/objections, possibilities to sign the protocol for electricity-related debt settlement, i.e. the status of the current payment protocol, lawsuits, disconnections, book registered/non-registered payments, membership in the Golden Team, unplanned interruptions in electricity supply, current marketing campaigns and promotions.
Center for contact with the customers offers all necessary information on the state on your bill, debt, payment options, state of the meter, interruptions in supply, new services, procedures, current actions and benefits which the company is offering.
Kind operators will, in the fastest way possible, give to our buyers all necessary information and help solving problems in cooperation with other services/sectors within our company.