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Kahramaa distributes Smart Cards for better consumer care
The Qatar General Electricity and Water Corporation (Kahramaa) has begun distribution of Smart Cards to its consumers. The cards will enable easy access of electricity and water consumption numbers, while also helping with enquiries and complaint registrations.
The Call Center at the Distribution Control Center (DCC) has recently installed an Interactive Voice Reply System (IVRS) that permits consumers to record their complaints without having to wait for the operator’s reply, once the consumption numbers are fed into the system.
The Call Center is interlinked to all control monitoring and control centers of the electricity distribution network through a database comprising all customer information.
Consumers can dial 991, the call center number, to report about electricity or water interruptions.
The Call Center makes use of both direct reply system, wherein operators directly respond to customers over the phone, and the advanced IVRS that enables customers to enter their consumption number and register a complaint without having to wait for reply from the customer service staff.
The IVRS is likely to reduce the burden on Call Center by 50 percent.
The Call Centers are interlinked to eight major emergency centers in the country, particularly Doha, i.e., Shamal, Shahaniya, Al Khor, Khalifa City, Rayan, Wakra and Umm Salal, which makes use of modern technologies to cater to consumers requirements.
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