NEWS & UPDATES
Call Sarawak Energy's Customer Care Centre at 1300-88-3111
Sarawak, Kuching – January 25 , 2013 – Sarawak Energy takes a new leap in customer service with the launching of its Customer Care Centre by Tan Sri Datuk Amar Haji Mohamad Morshidi bin Haji Abdul Ghani at Wisma SESCO, Petra Jaya, today.
As part of Sarawak Energy’s continuous journey to provide its customers with the best customer service, Sarawak Energy has taken crucial steps to advance every facet of the delivery system with growing customer focus through a One-Stop Contact Centre, operating 24 hours a day, seven days a week
With the setting up of the Customer Care Centre, Sarawak Energy will take a big step in improving its services based on First Call Resolution, that is resolving enquiries without further escalation. The Customer Care Centre agents also monitor and follow-upon all enquiries.
The Centre would be handling both Technical and Billing & Customer Services enquiries. Technical enquiries included reporting on power outage, faulty street light, power quality issue and tree branches near overhead line, while Billing & Customer Services enquiries include billing, metering, supply application enquiries and payment related enquiries.
Besides phone calls, customers would be able to contact the Customer Care Centre via email, fax and SMS too.
The journey of setting up the Sarawak Energy’s Customer Care Centre began in 2011. In May 2012, the tender was awarded to the consultant of the Contact Centre Solutions. The business requirement and technology gathering was completed in August 2012, while at the same time the whole group of the Customer Care Executives went through 2 months intensive trainings on softskill, software & hardware handling and processes which were conducted by the consultant and Sarawak Energy’s trainers.
The Centre began its operation on 28th September last year, taking in Customer Services Enquiries for Kuching. A month later, services were extended to Serian and Sri Aman.
The Customer Care Centre began receiving Technical queries for Kuching in November and to-date, the Centre has handled about 20,000 calls covering Kuching, Serian and Sri Aman for both Technical and Customer Services. 43% of the calls were on Customer Services and Billings, followed by other technical queries such as power outage, faulty street lights, meter damages, etc.
As part of the roadmap, there are plans for the Centre to provide E-Services such as on-line bill enquiry, notification on planned shutdowns, on-line payment, E-billing statement and E-application.
There are plans to activate Short Messaging System (SMS) very soon for billing enquiries, outages and street lightings and roll out to other regions to take over all technical services enquiries.
The Centre is equipped with state-of-the-art contact centre technology to handle the influx of calls especially during outages. It will also be able to monitor the transactions and to keep track of the services rendered by our agents. The system is also equipped with Intelligent Queuing Call Back feature and Broadcast Announcements to cater for the surge in calls during outages and provides opportunity for the Contact Centre agents to return the callers’ calls.
With the enhancement to its services, Sarawak Energy will be able to improve the level of Customer Service and provide a platform where customers will be able to contact the Company for any type of enquiry pertaining to their accounts.
A team of professionally trained agents will man the Customer Centre 24 hours a day, 7 days a week, 365 days a year. Customers can now contact Sarawak Energy anytime of the day and their enquiries will be attended to by a contact centre agent.
In line with our commitment to serve our customers better and efforts toward continuous improvements, we welcome any feedback from members of the public and customers. Call us at 1300-88-3111 or email to