As part of the implementation of the KESCO vision, the IVR communication system (Interactive voice response) has been launched. This enables our customers to have access to important information related to electricity services, only by calling the free of payment number of KESCO 0800-791 00 where they will be able to communicate with the voice automated through telephone commands.
KESCO's IVR system is easy to use, convenient and saves the precious time of our customers: by pressing their identification number, callers can access a lot of information, including payment obligations, eventual interruptions of energy, planned maintenance, such as whether the customer is connected or disconnected. But through this friendly system many other services are also provided. If a customer needs to talk to any of our operators at the Call Center, and if at the time of the call all our agents are busy, the IVR system tells the caller that one of our agents will call him as soon as he is released, saving him time.
Moreover, in the IVR system, KESCO has included the emergency line # 1999. This line is intended for emergency purposes only (such as fire, accidents, etc.) and consumers are required to use this line only to report life-threatening issues and require immediate intervention by emergency teams. Non-emergency calls will not be processed by this line and customers will be redirected to the Call Center at 0800 791 00, so we ask our customers to follow this important procedure so that the emergency line is constantly free for emergency callers.
Our new IVR system is the latest example of KESCO's commitment to be 24/7 in customer service with the utmost commitment, to improve the quality of our services and to increase customer satisfaction.