Sat | Feb 27, 2021

NWC introduces interactive voice response system to improve customer service

Published:Friday | January 22, 2021 | 9:11 AM

The National Water Commission (NWC) says it has implemented an Automatic Call Distribution and Interactive Voice Response system, to improve its customer service.

Corporate Public Relations Manager, Andrew Canon shared the implementation of the system is a game-changer in addressing queries from customers.

“When persons dial the NWC’s toll-free number, they will now be taken through a series of choices that allow them to access information and options. Such information and options include: account balance; making payments using telephone banking and known water supply disruptions.”

Canon added that the system will eliminate the need for in-office visits to query matters and is expected to resolve more than 50 per cent of the calls usually received by the NWC Contact Centre without the intervention of a representative – depending on the caller’s preference.

“The integration of this system is in keeping with the Government’s advice that persons minimise the time spent in business places to contain the spread of the coronavirus, but more so the NWC’s corporate objective ‘to constantly improve customer service and make it easier for customers to communicate with the enterprise’,” Canon highlighted.

He said the new self-service interactive voice response system will be available to callers 24 hours per day.

Canon also urged customers to utilise the new system and familiarise themselves with their customer number, which will be needed to interact with the system.

The toll-free number for the NWC is: 888-225-5692.

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