Empower, which is one of the world’s most prominent district cooling provider, in an announcement revealed that the organization plans to improve their customer service experience as a strategic goal for 2015.
Empower had an incredibly successful year as it marked achievement for call centers and customer service centers efficiency. The company was able to reduce 16 percent in time for handling customers across three customer service locations. Currently the company has three Customer Service Centers in Dubai: Head Office at Al Hudaiba awards building, Jumeirah Lake Towers (JLT), and Business Bay. The company operates 1 million Refrigeration Tonne (RT) capacity including all landmark real estate developments in Dubai.
H.E Ahmad Bin Shafar, Chief Executive Officer for Empower said that the government Under Vision 2021 has set the grounds for knowledge based and productive economy. He added that the company aims to develop exceptional information and communication networks. He also said that customers’ needs and wants are utmost important for the company, which will pave for promoting an entrepreneurial environment
H.E Ahmad Bin Shafar recounted the clear distinction between public and private sector entities and vowed to provide the best customer service experience by providing safe and reliable services to millions of people. The company also aims to ensure friendly and efficient approach, which is customer centric in nature. In 2014, Empower handled 18,502 calls with an average of 1,540 conversations per month from a large variety of customer including master developers, building and hotel owners, as well as end users.
Outlining the quality services provided by Empower, H. E Ahmed Bin Shafar explained how intricate supervisory control and data acquisition (SCADA) systems help in ensuring flawless, consist service. He said that the systems are designed to deduct precise changes and can be handled with the touch of a button. The company has strived to develop a streamlined software which allows monitoring of various operations and communications procedures with the help of talented and knowledgeable workforce.
The company is undertaking an extensive customer satisfaction survey across Dubai, which will help the company determine customer insights over the course of coming three months on billing, district cooling system performance, operations & maintenance and complaint management over face-to-face interviews, telephone interviews and online questionnaires.
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