K-Electric

K-Electric is making power safer and more affordable for Pakistan’s rising population.

It runs one of the the country’s largest contact centres. When demand peaks during bad weather, care teams have to resolve issues straightway. Trying to do this across multiple customer touchpoints using limited, siloed, and inflexible systems was tough.

Customer experience has been transformed with a suite of interconnected Genesys solutions. With one omnichannel desktop agents respond faster. Service is also more satisfying now that customers don’t have to listen to repeated messages.

Call-handling capacity has doubled, while outbound campaigns achieve better results and require less effort. Unique services link calls with Net Promoter Score and automatically update databases. Innovating digital channels has made it easier for customers to report safety hasards and to stay updated on energy best practices.

• 87% of contacts answered within 20 seconds
• 13% reduction in average handling time
• 21% increase in first call resolution

Challenges

• Make optimum use of consumer care teams
• Track and periodically improve customer satisfaction

Solutions

• Digital
• Omnichannel Desktop
• Self-Service
• Outbound