The Minister of Energy, Ambassador Henry Macauley, has today Monday 10th April 2017, commissioned the EDSA Call Center located at Falconbridge in the heart of Freetown’s business district. The Minister described the commissioning as a historic moment and a testimony of EDSA’s commitment to improving service delivery to its customers. He added that it is now clear that EDSA is geared towards becoming an efficient service driven provider. Whilst he congratulated EDSA on this move, he stressed the need for this to have an impact on the institution’s mode of service delivery which would invariably mean a brighter future for EDSA.
The Deputy Director General, Mr. Charles Ibrahim, showcased the call center stating that the four mobile companies namely Airtel, Sierratel, Africell and Smart Mobile network are now connected on the 672 call center number. He further explained the process which he said involves receiving, logging and centralizing a complaint on the center’s database after which the said complaint is forwarded to the relevant department to better serve the needs of the customer.
He took the gathering through the call center’s dashboard which gives a collated statistics of the number of complaints received and per status of logged in complaints. He encouraged customers to also make use of the WhatsApp and Facebook platforms to log in complaints or make general enquiries as the case may be.
The Director General of the SLEWRC, Tamba Kellie Esq., stated that as a regulator created to monitor pricing and service quality, he is very much pleased with such a laudable venture as this platform will provide a much needed interface between the consumer and the service provider. He added that this venture will now form the basis for pursuing the customer service standard benchmarks for improved service by EDSA.
EDSA’s Board Chairman, Professor. Kabineh Koroma, registered his satisfaction for the commissioning of the call center. He pleaded with customers to continue to exercise patience as EDSA works on improving its service delivery. He, however, admonished customers to report issues that are genuine, progressive, constructive and without malice, so that the turnaround time for addressing such issues can be reduced.
An employee of the call center, Mohamed Multi Kamara, on behalf of his colleagues expressed their pleasure to be part of such a ground-breaking venture. He revealed that the call center staff have been adequately trained to deal with all manner of complaints or enquires even from the most irate or difficult caller.