Issue of December 31, 2017
Mt. Province

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BENECO call center set by 2018
by Jane B. Cadalig

Customers of Benguet Electric Cooperative can soon air their concerns and be attended to 24/7 once the electric cooperative completes setting up its call center early in 2018.

Non-network and Revenue Services Department Manager Delfin Cachin said the Beneco call center will help improve the cooperative’s services by having well-trained people attending to the concerns and feedback of customers anytime of the day and any day of the week.

The call center is a centralized and integrated facility that will be devoted to responding to inquiries, feedback, and concerns from customers – from reports about fallen trees affecting Beneco lines to feedback on the electric cooperative’s services in general.

“Beneco decided to set up its own call center so it can res-pond immediately to the concerns of our customers. At the same time, the call center will allow us to conduct a survey among our customers by asking them how our people in the field performed their job, (among other things),” Cachin said.

Beneco is set to launch the facility early in 2018, the first electric cooperative in the country to do so.

As a centralized and integrated facility, the call center agents will have access to the data from other departments and should be able to understand how the distribution system works in order to answer customers’ questions – from those that involve technical operations to general clarifications.

Cachin said by having people to respond to concerns on the technical aspect of operations, personnel manning the technical department can concentrate more on planning for the systems’ maintenance and will also be able to respond immediately to technical concerns that need attention.

Cachin said the call center will be equipped with the facilities and operate similar to how Business Process Outsourcing (BPO) firms run but said Beneco is not poised at tapping the services of a BPO to manage the call center because of the highly-technical operations of an electric cooperative.

 “We will use the call center to assess the services of Beneco and hopefully to improve our service. Through the call center, we will also be able to call our customers and tell them that their concerns were attended to,” he said.

Beneco hired 10 people who will be trained as call center agents.

Beneco General Manager Gerardo Verzosa Beneco’s hiring of additional people and its continuing systems automation will not result in termination of employees.

“There will be no forced termination of employees because the existing personnel will be trained to acquire additional competence and will be realigned to other departments,” he said.

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