Amendis Tangier-Tetouan, the delegated manager of water and electricity, organised a guided tour for journalists to the Customer Service Centre of Martil in Tetouan, on Thursday 26 March 2015. The objective was to present the centre created in April 2003, its organisation and its activity report.
Amendis has set up, since April 2003, a "Amendis Direct" Customer Service centre which constitutes a real online agency available 24 hours a day and 7 days a week. This centre, explains the operational director of Tetouan, Chouhaid Nasr, ensures the reception and processing of all types of customer calls: requests for information, technical or commercial complaints. This centre, equipped with a modern telephony system allowing the supervision of activity in real time, is composed of a team of 26 telephone advisors, 6 supervisors and 1 Quality Control manager: all trained in the best telephone reception techniques and in handling Customer requests.
Furthermore, the centre allows for the adjustment of resources according to calls on hold as well as the evaluation of the quality of the service offered by our customer account managers. Thus, Amendis Direct receives more than 900 telephone calls per day, 99% of which are handled in less than 20 seconds. These calls are distributed, adds Chouhaid Nasr, as follows: 44% are emergency or repair calls and 56% are commercial in nature. Outside of crisis periods, 9 out of 10 technical interventions are handled in less than 4 hours. Relying on new technologies, the centre informs its customers by SMS via the "Amendis infos" service, in the event of abnormal water or electricity consumption, in the event of a cut following scheduled work, in the event of inaccessibility to the meter to read the index and to inform them of the amount and due date of their bills. Thus, it is explained, in 2014, 746,000 SMS were sent to customers.
Following the same approach aimed at customer satisfaction, Amendis Direct also carries out surveys among its customers concerning the main stages of the Customer cycle, namely subscription, connection, complaint. In 2014, 15,000 customers were contacted as part of the various surveys carried out. Finally, this centre extends to all Amendis customers in the Tangier-Tetouan region, i.e. nearly 2 million people, and constitutes a complement to the local service system provided by the agencies and "Jiwar" service points, it is concluded.
