It's called Contact centre and it is the new solution when it comes to quality of urban waste management and water services. Un state-of-the-art call centre which integrates telecommunication functionalities with information systems in An omnichannel approach for a customer-centric strategy in compliance with the provisions of sector regulations.
Let's take a step back and first clarify what the Prescriptive context And what does ARERA require of service providers?. One of the contractual quality requirements introduced by the TQRIF – the new benchmark in the waste management sector, in force from 1 January – is the activation of contact points between user and operator; among them – it reads in the’article 20 – there are telephone service obligations and, specifically, “the obligation for the operator responsible for tariff management and customer relations and the operator for collection and transport of activation of at least one completely free toll-free number to which the user can turn, both from a landline and a mobile, to request assistance.
The same approach is being taken in the water sector with RQSII (regulation of the contractual quality of integrated water services), whose Article 55 imposes on the manager to “have at his disposal Helpline with one or more phone numbers, at least one of which must be a toll-free number, entirely free at least for calls from landlines.
So, a toll-free number and an integrated call centre for user relationship management, both in the water sector and in urban waste management. Here's the contact centre, and more.. This is indeed a solution that can not only handle calls but also integrate the telephone medium with other communication tools, from emails to text messages and messaging apps, for an even more interactive, inclusive, and therefore better user experience.
Sikuel's proposal
Our company offers the suite K-TARIP for waste management services and suite K-WATER for water service management. Both AGID-certified digital solutions are now enhanced with a contact centre component, customisable to client needs, for real-time dialogue between service provider and user.
The characteristics of the Contact Centre:
- Interactive voice response (IVR) with customisable structure and scripts;
- Call forwarding to a fixed or mobile voice telephone number.;
- Digital storage of the entire call;
- Automatic registration of an instance on the company CRM;
How does it work?
Let's proceed with a example.
Mr. Rossi needs to activate a new utility. He calls the toll-free number provided by the provider; an automated voice answers him. Already at this stage, the CRM used in the management software opens an instance, i.e., a ticket linked to Mr. Rossi's call, and begins recording every step taken. The automated voice guides Mr. Rossi through his request, using recorded and personalised voice messages, based on a pre-set structure chosen by the provider. Mr. Rossi follows each suggested step until the end of the call. At this point, the CRM archives the instance and sends a notification to the provider, who can retrieve the request with a simple click and assign it to the relevant department manually or simply rely on the CRM itself, which will route it automatically.
The advantages
Easily integrated with existing systems, customisable, fully cloud-based: the advantages are numerous and all significant, both for the provider who will comply with current regulations through an innovative IT service, and for the user who will receive prompt and comprehensive assistance, as required by sector regulation.
Not only that, The Sikuel contact centre can be integrated during the initial setup of one of our suites. (K-Water for water services or K-TARIP for waste management), but it can also be integrated with the systems already in use by the operator, which will therefore only need to update its position, introducing the contact centre without further inconvenience.
If you would like clarification or are interested in learning more about the service, please fill in the form below and one of our operators will contact you, or call us on 0932 667555 / 348 6185167 or email us at commerciale@sikuel.it.
