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AQUAFONO
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Aquafono is the Call Center of Sedapal, whose attention is performed both in a personalized manner through their managers and in an automated manner, through its interactive voice response system.
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Aquafono is integrated to the telephone exchange of the company through 60 digital lines and to the central server of the company. The calls are derived to the managers through an automatic call distribution system. Moreover, it counts with a call recording system that simultaneously records all the telephone channels of the service.
It is implemented with thirty-two service modules, each of them equipped with a PC and a digital telephone with coupled screen and hand-free, thus facilitating the interaction of the manager of the PC while talking and taking care of the client.
In addition to the systems allowing the operation of the call center, the company has implemented customer service systems, such as the following: the Open Business Management System SGC and the Open Event Management System SGI, supported in the technological platform customer-server (intelligent terminal) and whose interaction is obtained with graphic interfaces of the Windows surrounding. The operation of these systems permits to obtain and transmit information in real time.
The ACD system (automatic call distribution) is in charge of the distribution of calls to the managers of services in an intelligent way, it permits the visualization in real time of the call traffic, the operative capacity and the work status of the managers. The individual and group performance reports of the call center useful for the planning and strategies to be taken could also be obtained.
The IVR system (interactive voice response) permits to give an automatic response to the clients under an option menu. In its first stage installed in December 2000, it permitted an automatic response to information about balances and basic requirements for the attention of business requirements, thus operating behind the managers through 16 analogic lines and answering when the group capacity was insufficient for the existing demand.
For the second stage of the IVR system, three main aspects were developed: automatic response to operative consults on water lacks, extension of lines to 30 digital and position to the client. Thus, the work load of the manager due to simple and repetitive calls is reduced, allowing him/her to deal with cases in which the client needs greater information and explanation. This second stage became operative in March 2003.
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