“MOESK” Faces an Increase in the Number of Online Calls to the Company

In the first half-year of 2015 the specialists from “Svetlaya Liniya”, the unified contact center of PJSC “MOESK” (belonging to “Rosseti” Company Group), took more than 270 thousand incoming calls of its customers. This value exceeds the total results for 2013 and exceeds the indicator for the similar period of 2014 by 40 %.

Such increase in the number of calls can be explained, among others, by the extended functions of the “Svetlaya Liniya” operators, which now include the functions of “MOESK” Reception Desk and forwarding of calls to the Company’s employees, as well as the receipt of applications for additional services.

The number of online contacts processed via email svetlayalinia@moesk.ru and Account opened in the Technological Connection Portal utp.moesk.ru has increased manyfold. The total number of calls processed via the Technological Connection Portal since the beginning of the current year has exceeded 6,800, whereas the result for the whole previous year slightly exceeds 7,200 calls.

The customers are usually interested in the details on grid connection, as well as on the implementation of the applications already filed. Nowadays “Svetlaya Liniya” allows checking the application status in the automatic mode (IVR). For this purpose the customer calling the contact center should type on the keyboard the bar-code of the application and listen to the relative voice message.

Given the large volume of applications received by the Company, including the applications for the technological connection, “MOESK” strives to optimize internal business processes. For recent three years the number of information channels that might be used by the customers to contact the grid company services has increased from one to eleven. The modern technologies assist in the automation of the works, thereby simplifying such highly technical procedure as connection to the electric grids.