ABSTRACT
Customer Contact Centres (Call Centres) play an integral part in the service delivered by utility companies as they are the main channels through which customers interact with these companies. It is therefore important for utility companies to assess their Call Centre performance, with specific focus on determining the level of satisfaction derived by customers through their Call Centre experience.
In keeping with best practices and in an effort to encourage utility companies to provide and maintain an acceptable level of service through their Customer Contact Centres, the OUR has deemed it necessary to review Jamaica Public Service Company Limited’s (JPS’) and National Water Commission’s (NWC’s) Call Centre standards. The objective is to ensure that emphasis is placed on enhancing customer satisfaction. This review is being conducted through a consultation process.
