7Core upgrades MCWD call center
Cebu-based ICT solutions provider 7Core Communications, Inc. has upgraded the means for Metropolitan Cebu Water District (MCWD) to provide consumers with relevant information quickly and accurately using new technology.
It improved the utility’s telephony system with interactive voice response (IVR) that activates as one calls through the MCWD trunk line.
The system now provides real time data and directs calls on inquiries that need no human intervention to a program that uses Google text-tovoice to give out information.
These include scheduled interruptions, billing updates and application for connection, according to Rommel Cyril V. Yu, MCWD information and communication technology division (ICTD) manager.
“Most calls to MCWD revolve around these types of information,” he said, adding “leading these to the automated system maximizes the call center staff to more important and urgent calls.”
With the new technology, MCWD now assures customers with updated real-time customer service, noted Cloyd Dedicatoria, 7Core managing director. “Customers also now get information they need faster and easier,” he pointed out.
MCWD launched and started to introduce the new system after 7Core engineers gave call center personnel an orientation last Sept. 8 on how to use the system internally and in responding to system-forwarded customer calls.
Managers, their secretaries and some employees followed the day after, disclosed Charmaine Rodriguez-Kara, manager for community relations and external affairs.
“We expect the new system to improve and fast-track the dissemination of information on billing updates, scheduled interruptions, and other common customer concerns,” she said.
She explained the system gets information from the database at any given time and 24 hours a day.
She emphasized that the upgrade will now allow the call center staff to give more time to attend to urgent and emergency calls, while other callers need not follow and wait in queue for quick information.
With 7Core, Yu shared that MCWD ICTD is working on a system for customers to pay online “at no additional cost to the consumer,” as well as a means for audio and video conferencing already inherent in the robust telephony system.