Muscat Electricity Distribution Company Contact Center receives more than 293,000 calls

Muscat Electricity Distribution Company -Member of Nama Group-confirms that its Contact Centre Received more than 293,000 calls since the beginning of the year and until the end of August, 86,000 calls were answered via Automated Answering System that proved great efficiency in making the services of the Company accessible to the customers in an instant and smart way. Further, we have replied to the inquiries of the customers on social media apps such as Twitter, Facebook, Instagram and WhatsApp. The company's interest in the call center and response to customers’ inquiries, is based on MEDC vision to be one of the best performing electricity service providers in the Middle East and North Africa region by 2022. In line with its mission, that is based on enabling Muscat Governorate to be provided with safe, and economic electric energy, in addition to focusing on servicing the customers, MEDC adopts an integrated communication system and uses advanced technological solutions to achieve the highest standards of communication between Contact Center staff and the various stakeholders of the company, including customers, partners, contractors and developers. The company's call center recorded remarkable results in 2017, with the call quality standard reaching 91% while average speed to reply was 12 seconds. MEDC Contact Center includes a selection of qualified Omani cadres who have good command of various languages, including Arabic and English.

The Call Center provides Automated Answering Service that enables customers to access information instantly with no time waiting. This system also provides direct auto services to customers with no need to speak to the staff. Moreover, one of the most significant available services is the Self-Meter Reading service “You Know It Better”. Customers can also report on hazardous events and speak with Contact Center employees, if they desire to, or seek further information. It is worth-mentioning that the Contact Center of the Company operates continuously 24/7 during the whole week, including weekends and official holidays. Customers can contact us by dialing the toll free number: 80070008, and can send their messages or suggestions to: ContactCenter@medcoman.com.