By ABAH ADAH,
The MD/CEO of Abuja Electricity Distribution Company (AEDC), Engr. Ernest Mupwaya yesterday commissioned the company’s permanent training centre in Abuja as part of efforts to improve the service efficiency of its staff..
The AEDC Boss, while speaking to newsmen after commissioning the AEDC Learning Centre, expressed hope that the facility will help the Distribution Company (DisCo) to reposition the staff to meet customers’ expectations..
Engr Mupwaya, who disclosed that the facility, which is located in the Central Business District of Abuja, is to cost about N10 million annually said that rather than spending huge sums renting hotels to hold its many training programmes as as they have been doing in the past, adding that it was discovered that in the long run the cost is much more than that of having own centre.
“On the cost of setting up this facility, per annum we are paying about N10 million. Before this, we were hiring hotel premises for these kinds of trainings. Out of our employee base of 2,700, we want at least each one of them to pass through some kind of transformation course so they can be aligned to meet our customer expectation,” Mupwaya noted.
On the achievement of the firm as regards customer care, Mupwaya said 97 per cent of customers’ complaints that through the call centres are monitored and resolved immediately.
While urging customers to avail themselves of the 24 hour call centre to present complaints, he said, “We have a 24 hour call centre that takes customer complaints and then the back office resolve such. The resolution of complaints which come through the call centre is 97 per cent, so we urge customers to use that facility because we have complete visibility and we have to manage the process of resolution.”
On the company’s annual performance improvement target, the AEDC boss said the Aggregate Technical, Collection and Commercial (ATC&C) losses when the DisCo took over in 2013 was 50 per cent.