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3D TGNT successfully deploys Multi-Channel Contact
Centre Solution for Henan Power
Background
Henan Power Company is a subsidiary of China National Power
Company and manages the Henan provincial power networks, in an effort to ensure
stable power supply for the citizens of Henan Province. 3D TGNT, China
supplied a solution for customer contact center of the power system of Henan
Province and 130 call center systems for county and city bureaus of the entire
province.
Objective
Henan Power wanted to build a multi-channel in-bound and
out-bound customer contact centre to ensure a smooth flow of information to
customers on various power related queries.
Client
Brief
To establish a smooth communication interface with customers for easy access of
information related to their bills and charges, power consumption policies and
updates and advance information of power cuts. They wanted a system that could
achieve a consistent user service interface, while fully utilizing the existing
power marketing management system to share data and achieve integration handling
and management of the four functions, namely business consultancy, acceptance
and einquiry and customer complaint.
Henan Power Company also
wanted to use the system to further improve work efficiency of its employees by
establishing an effective internal channel of communication between the sales
staff, business representatives and top management.. Qualitative tracking
and evaluation of service quality, processes, customer requests and responses
were other system expectations.
Solution proposed by 3D TGNT
3D TGNT proposed a multi-channel contact centre solution
wherein customers could choose to call, email or visit the website. In order to
deliver a competitively superior service which was also cost effective, 3D TGNT
proposed a contact centre solution comprising PABX with ACD, Symposium
Express Server, CTI, IVR, FAX, Database server, Web server, live agent equipment
and equipment for system maintenance and management. The system was based on the
operating system of Windows 2000 and Oracle database, equipped with platform
supporting specific software such as CTI software pack, CT-STUDIO pack, voice
processing and compression software. For back-end applications, various
application software specially developed for power customer contact center was
applied.
Design Principle
Adopting globally advanced customer contact center
solutions, the system design was developed on open standards. Software and
hardware products were carefully chosen to be in compliance with international
industrial standards. Web technology and relevant data were combined with the
existing power consumption MIS system and other systems at Henan Power Province,
to build a generalized customer service platform.
The
Technology Advantage
The
Nortel Networks Option 11C is a reliable, stable and powerful exchange platform
that meets the demand of small and medium size 24x7call centres. Based on the
open platform design, it has demonstrated the following advantages:
- Supporting various
connections interface and protocols
- Busy hour call handling capacity
- Complete networking
capacity and software functions (close to 300 software packs and 450
functions).
In
addition to the full suite of exchange functions, Option 11C also provides
efficient Automatic Call Distribution (ACD). It enables a seamless integration
of Nortel Networks Symposium Express to enable skills-based routing, powerful
CTI integration, real-time statistics and status display of the system,
comprehensive management reports and simple and easy-to-use graphic system
management.
Result
With the implementation of the multi-channel contact centre
solution, Henan Power Company has established itself as a customer and
citizen-friendly organisation. Residents in both the urban areas and suburbs
have a choice of channels before them to access information. They may dial the
customer service hotline number – 95598 from the convenience of their
homes, get updates about pricing, bill and volume, policies and report
failure . using the website. They can also choose to use the automatic fax reply
function to get information
In
addition to establishing an image of being a service-oriented organisation with
the customers and the public at the large, the solution has greatly optimized
and improved the workforce efficiency of the staff at Henan Power Company,
through automation. The reporting capabilities of the solution has helped Henan
Power Company to improve its knowledge about customer needs and implement
solutions to meet them. Speed of redressal has been another notable benefit, as
customer complaint tracking has been made convenient
"The solution has helped us to effectively put into
action an all-round and 24X7 service into excution" said the spokesperson
from Henan Power Company Headquarters. “Customer service through
convenience has been our objective and we have achieved it without comprising on
costs.” he added.
www.3dtgnt.com
Issued April 2004
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