Agra power discom outsources job to Zoom Developers

In a path-breaking step in UP, Agra-based Dakshinanchal Vidyut Vitran Nigam Ltd (DVVNL) has tied up with a Mumbai-based company to outsource the consumer relations segment of its services.

A call centre with 10-12 seats will be established in Agra by Zoom Developers Pvt Ltd within 14 days, obliterating the need for consumer interaction for DVVNL officials.

Zoom Developers had been selected by DVVNL on merits of its vast experience in running BPO and infrastructure projects across the globe.

This was the first time that any power distribution company in the state had taken such a step to ease the day-to-day difficulties of the power consumers, Kirpal Singh, Managing Director, DVVNL said talking to Business Standard.

The call centre will have a staggered configuration, with a 5-6 seater central unit and seven single seater zonal units. One unit could also be established at the MD's office. All these units shall be networked to each other, to undertake tasks like fault booking, consumer complaints, new connection requests, disconnections, billing queries, etc., Singh said.

With the call centre functioning in all divisions as well as in the centrally located Sanjay Place commercial area, the consumers would not have to personally make a trip to the substations for complaints, etc., as that could be booked by a phone call to the call centre.

The central unit of the call centre shall be equipped with 10 telephone lines for better response to callers and establishing the entire unit shall cost about Rs 10 lakh, Singh said.

Claiming that the call centre shall begin functioning within the upcoming fortnight, Mukesh Pawar, Project Manager, Zoom Developers, said that the call centre executives would be trained to deal with all processes like new connection booking, disconnections, complaints etc., and adherence to fault rectification deadlines shall be a responsibility of the concerned power officials, failing which the system would automatically refer the case to the higher official, the process finally ending at the Managing Director's level.