The National Water Commission has made a major technological leap in its telephone communication system that will significantly improve the information and communication experience of its customers.
Starting tomorrow, December 17, 2020, the highly advanced Automatic Call Distribution (ACD) and Interactive Voice Response (IVR) system will be available when persons call the Contact Centre. When persons dial the NWC’s toll-free number, they will now be taken through a series of choices that allow them to access information and options. Such information and options include: Account Balance; making payments using Telephone Banking and Known Water Supply Disruptions.
This new telephone interactive system is a game-changer in addressing the queries from customers. Whereas persons are ordinarily placed in a queue to be answered by Contact Centre Representatives, the new system will take callers directly to the series of options after they dial the toll free number.
It is noteworthy that with the new system, it will be possible to resolve more than 50% of the calls usually received at the Contact Centre at any time of the day or night without speaking to a representative – depending on a caller’s preference.
Meanwhile, the implementation of this new self-service interactive voice response system which will be available to callers 24 hours per day, 7 days per week, and 365 days of the year is consistent with the NWC’s Corporate Objective to constantly improve Customer Service and make it easier for customers to communicate with the enterprise.
Customers are urged that although there may be temporary delays in responses to queries and issues during the go-live process, they can be assured that a full team of technical experts will be involved in the switch-over process to respond to any possible issue.