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eSAL BPO

Helping ECG streamline customer service with multichannel solutions

The Challenge

ECG is Ghana’s electricity distributor, serving homes, businesses, and industries nationwide. To modernize customer service and meet the rising needs of its users, ECG goals were to:

  • Establish a Centralized Contact Center creating a single point of contact to manage all customer inquiries.
  • Streamline Issue Resolution by implementing systems to log calls, escalate issues, and ensure timely problem-solving by back-office teams and field staff.
  • Enhance Customer Satisfaction by gathering customer feedback to improve service quality.

These goals set ECG on a path to more efficient and responsive customer service.

What We Did

We partnered with ECG to create a complete customer experience management solution to tackle their challenges:

  • Multichannel Contact Center: We set up a multichannel platform allowing customers to contact ECG via phone, with future plans for live chat and email support.
  • Seamless System Integration: Our solution connected with ECG’s back-office Management Information System (MIS) and trouble ticketing system to ensure efficient issue logging, accurate complaint escalation, and real-time customer insights for faster issue resolution.
  • Demand Forecasting: Used historical data and trends to predict call volumes and optimize staffing.
  • Skills-Based Routing: Connected inquiries to agents with the right expertise.
  • Schedule Optimization: Designed schedules based on expected call volumes and customer needs.

We launched a 30-seat contact center in July 2011 to handle both inbound and outbound calls. Over time, it has scaled to manage an average of 5,500 daily interactions, including customer inquiries, fault resolution, and social media engagement.

The Result

Centralized Support: A single contact center streamlined all customer inquiries.

Faster Complaint Resolution: Seamless system integration enabled quicker issue handling.

Happier Customers: Responsive and efficient service led to improved satisfaction.

Stronger Workforce Efficiency: Demand forecasting, skills-based routing, and smart scheduling boosted productivity.

Valuable Insights: ECG can now gather customer feedback more effectively to continuously enhance service quality.

Ready To Go?

Let’s Make It Happen