Contact Center Emergency Response

CPL CONCORDIA specializes in outsourcing emergency services for Utilities, in which it has gained more than 10 years of experience, expertise, professionalism and specialization. The service offered by CPL, manned 24/24, 365 days/year by trained personnel, complies with the authority’s requirements for emergency response on utilities, while also offering technical and service pluses.

Information System

The Information System, developed by CPL CONCORDIA and Fully integrated with the contact center system, is complies with current regulations in the field of Utilities and prepared to populate the data necessary for service quality standards, from the time of reception and start of the call, to the caller’s details, location and classification of the call, thereby ensuring the sequentiality and inalterability of the data.

Call recording

CPL integrates in a single module the Telephone System and the Information System that enable “guaranteed recording” of calls.

The system used by CPL ensures voice recording of all telephone calls received from the instant of call entry.

Autonomy and service guarantee

As a guarantee of 24-hour service autonomy and compliance, CPL CONCORDIA’s Contact Center is able to guarantee continuity of operations even in the event of external power failure, ensuring a telephone exchange autonomy of more than 32 hours.

Highly qualified personnel

CPL CONCORDIA is duly registered with the Registry of Communication Operators (R.O.C.) and its staff is in charge of timely and detailed call screening. Employees are continuously and appropriately trained on procedures, call handling and criticality management for gas, water and electricity services.

To ensure a high quality of service, CPL CONCORDIA carries out periodic updating of procedures, as well as statistical analysis of calls and evaluation of any critical issues that have arisen in the performance of services.

Regulatory Compliance in Support of Service

CPL carries out Regulatory Compliance activities through a team of experts about the numerous regulations issued by ARERA.

It serves as a support in the interpretation and application of relevant regulations and allows all emergency response personnel to be able to be updated and trained in a timely manner.

Quality indicators

• response time to the emergency response call (ICC) of Gas, EE and Water services:
  STANDARD CPL: > 99%
• average waiting time:
  STANDARD CPL: < 25 sec.
• Electrical autonomy of the telephone exchange:
  STANDARD CPL: > 32/H

*Indicators measured by the Contact Center System/Central Switchboard.