Enel Romania increases the number of call center operators to improve customer experience

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Enel Energie and Enel Energie Muntenia have taken additional measures to increase the customers’ comfort and to reduce the waiting time in call centers and shops, by accelerating digital projects, through mobile teams that support the activities in the shops and by increasing the staff that manages the telephone customer service. Thus, the Romanian energy supply companies of the Enel Group meet the increased information requirements of the customers in the context of the electricity market liberalization.

”The number of employees in the call center has grown steadily in recent weeks and we estimate that by the end of January 2021, it will be 30% higher than in mid-December 2020. Through these additional resources, the quality of the call center service has improved, highlighted by the increased rate of answering calls – about 40,000 finalised calls per week.”

Moreover, the Enel supply companies continue their efforts to recruit and train staff in order to respond to customer needs as quickly as possible. In fact, in order to offer good and complete information to them, since December 2020 we have updated the automatic welcome voicemail in the call center for household electricity consumers, informing them about the liberalization of the energy market, about how they can find out if they already have a supply contract on the free market and what are the steps needed for those who want to sign a contract on the competitive market for the first time. Electricity consumers are advised to avoid peak hours in the call center, respectively the 10.00 – 12.00 and 18.00 – 19.00 intervals.

Regarding the optimization of operations in Enel stores, the supply companies have relied on the support of mobile teams of specialists to assist customers and reduce waiting times, in compliance with all safety measures. The mobile teams helped customers by selecting and retrieving the documents necessary to conclude a competitive contract, according to the needs of each one.

Moreover, in order to increase the comfort and safety of customers, Enel Energie and Enel Energie Muntenia have enabled a tool allowing them to make phone appointments

The process of changing the electricity contract is a simple and fast one, which involves entering the necessary documents depending on whether the customer is new or an existing one and the signature of the contract holder.

Following the speeding up of the digitization programs, the development of internal systems, sales channels and communication efforts in recent years, almost 75% of Enel customers are already on the competitive market, the largest share of all major suppliers in Romania. Specifically, the companies Enel Energie and Enel Energie Muntenia currently have about 2.86 million domestic consumers of electricity in their portfolio, out of which approximately 2.1 million already benefit from competitive contracts.

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