- Codensa is the first public utilities company to create a space in order to monitor the operation of all customer service channels.
- The Service Monitoring Center provides a complete view of all channel activities and allows to immediately react to delays and congestions.
This Center has resulted in 80% of clients getting answers in less than 10 minutes at the Service Centers, 85% of all calls being answered in less than 30 seconds.
CODENSA, an Enel Group company, introduced today a novel Service Monitoring Center, a space that allows monitoring all customer service channels the company has, in real time and remotely, and trigger contingency processes to clear congestions and improve response times.
With an investment of more than COP $600 million in this novel technology and its advanced software, Codensa can now follow up the operation of all customer service channels in a single space, in which a team of professionals supervises activities and manages their operation as required.
“Our clients are our main priority; we work to better understand them in order to better respond to their needs, seeking technological and innovative solutions to serve them even better”
There are more than 30 channels being monitored from this Center, both face-to-face and virtual: 20 service centers, 8 CADES, 5 Supercades, 8 customer service mobile units in Bogota, Sabana, and Cundinamarca, the petitions and claims office, Facebook, Twitter, and the Call Center.
By remotely managing the customer service channels and availing of information systems, Codensa is able to timely detect warnings related to operational capacity based on client activities, remotely connecting support services to clear traffic and reduce waiting times.
This means that, should a customer service location have a large number of clients waiting for service, the Monitoring Center will identify this circumstance and will send a mobile unit to expedite the operation. The same will happen should calls be put on hold for excessive times. The Monitoring Center will decide on agents from other channels intervening and help answering calls.
The Service Monitoring Center will help continue meeting service indicators at the various customer service channels in order to ensure short waiting times and make sure clients will have a satisfactory experience with Codensa.
Codensa S.A. ESP is an electric power trading and distribution company, leader in the market and with more than 2,900,000 clients distributed in Bogotá, 99 municipalities in Cundinamarca, 8 in Boyaca, and 2 in Tolima. Established in 1999, it has a 9,845 MVA installed capacity along 49,907 km of high, intermediate, and low voltage power lines. The company generates close to 8,000 direct and indirect jobs in the country.