Aqua Vitens Rand Ltd. (AVRL), acting for and on behalf of Ghana Water Company Limited (GWCL) as the operator, has established an internet-based Call Centre which will receive customer complaints and enquiries from all over the country.
“Customers can now call 0800 40000 from any Ghana Telecom or One Touch phone to our call centre without paying for the call, because it's toll free,” Mrs. Edith Arku Yiadom Boachie, Call Centre Manageress said.
“We're making efforts to include other networks as well, and so this is the starting point,” she said.
The establishment of the call centre is part of AVRL's new efforts at improving customer care. “No matter how brilliant our engineers are, if we fail to take good care of our customers, then we would have failed in our purpose,” said Andrew Barber, Managing Director of AVRL.
“The company is investing in training customer care staff and improving customer care facilities throughout the country, because the customer ought to be at the centre of all our activities,” Mr. Barber said.
The Call Centre works through trained Front Office Agents at AVRL's head office in Accra, who received customers' calls. If the Agent cannot assist the customer directly, the complaint or enquiry is forwarded to a Back Office Agent in the concerned region to investigate and respond.
“Every enquiry as well as the time it takes to respond is all logged. This enables us to keep track of the complaints and ensure that it doesn't take us more than 48 hours to get back to the customer. It also enables us to profile the enquiries so that our efforts can go exactly where they're required,” Mrs. Boachie said.