Serco, the international services company, has been awarded the contract to partner with Punjab State power Corporation Limited (PSPCL), a public sector body responsible for electricity generation and distribution in the state of Punjab. PSPCL has selected Serco to operate and maintain the centralised call centre, distributed walk-in customer relationship centres and nodal complaint/fault control centres. The contract is to provide over 550 operational people distributed across 47 different towns of Punjab and centralised control centre at Ludhiana. The initial period of contract is 3 years, further extendable by 2 years.
Serco has partnered with PSPCL to ensure prompt and timely service to the customers as per the stipulated time frames (service levels defined as per PSPCL citizen charter), to enhance customer satisfaction levels by continuously improving the service standards and thereby the image of the utility in the eyes of the customers. It will also bring a customer centric approach to the customer service process by establishing centralised control and monitoring over the entire customer care process for creating higher transparency and timely action.
Susir Kumar, CEO, Serco Global Services, said: "We are delighted to have been chosen as partners by PSPCL to deliver best in class services to our citizens. We aim to deliver transformational customer contact services, operational excellence and cost efficiency whilst maintaining the highest levels of customer service. This win represents our success and growth in the Indian domestic BPO market."
Bhupender Singh, CEO of Serco Global Services - Asia, Middle East, & Australia (AMEA), said: "Serco's solutions are supported by deep insights and process expertise that will enable PSPCL to realise its vision of being the best service provider delivering services in an effective, efficient and user-friendly manner."