EWA helpline gets top rating
Thanks to the authority’s
call-centre staff, they now have
reduced the time required to
respond to the inquiries and requests
of subscribers by 90 per
cent.
According to the Electricity
and Water Affairs Minister, Dr
Abdulhussain Mirza, “95 per
cent of the respondents contacted
to gauge the services had
rated them as ‘very high’.”
The Minister was speaking
during an inspection visit to the
authority’s communications
centre in accordance with the
directives of HRH Prince Khalifa
bin Salman Al Khalifa, the Prime
Minister. Deputy CEO of Distribution
and Customer Services
at the Electricity and Water
Authority Adnan Mohammed
Fakhro was present. Chairman
of Invita Rashad Akbari, Vice
Chairman Yousuf Ali Mirza,
Chief Executive Officer Rahul
Bhalla, along with Head of the
Communications Center Ahmad
Al Jamea and Director of Invita
Sheikha Fakhro, received the
minister.
The minister said the call centre
was been able to complete
all queries and requests either
through direct call or through
the e-mail service.
Last month, the centre processed
15,000 emails. During
the past four months, the centre
received 176,000 calls, most
of them during the summer. In
July, the number of calls reached
56,000, while in June the number
of calls reached 45,000.
The centre statistics showed
that 37 per cent of the calls received
were related to electricity
emergencies, 43 per cent were
related to the services of subscribers,
while 15 per cent were
other issues.
The minister and the officials
toured the centre’s sections and
listened to a detailed explanation
of its work as well as the
mechanism to respond to the
communications and modern
systems it uses