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Focusing on the customer service, MWA's service center was first initiated in 1984 in order to handle incoming calls, requests, petitions, comments, and related information. It was named MWA Operation Center and used telephone number 125.
In 1996, when the organization structure was changed, the center's name was changed to MWA Coordinating Center. And then the telephone number became 1125 in 1997.
In 2003, the center rearched another level of standard by being upgraded to call center system called MWA Call Center. The call center supports customers in terms of requests, petitions, comments, and related information more efficiently. In addition, it supports internal IT work of MWA.
The Application Software /System used in MWA Call Center consists of :
1. Telephone System It is the system that handles the incoming telephone calls comprising the following modules:
- ACD (Automatic Call Distribution)
- IVR (Interactive Voice Response)
- CTI (Computer Telephony Integration)
2. Customer Service System It is the system that handles incoming petitions and forwards them to the according departments. It consists of the following modules:
- OPS (Operating System)
- KIS (Knowledge Information System)
Moreover, some information systems are used in the call center such as CIS (Customer Information System) , and GIS (Geographic Information System). |
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