Shaliza Hassanali
The Telecommunication Services of T&T (TSTT) has been contracted by the Water and Sewerage Authority (WASA) to operate its customer call centre (CCC) in the hope of providing a better service to its customers.
TSTT will take over the centre next month, which will result in the dismissal of 30 of the authority's CCC representatives.
The decision was made as a result of the CCC's poor customer service and failure to meet the Regulated Industries Commission's (RIC) standards.
Confirmation of TSTT being contracted by the cash-strapped water company was made recently by Public Utilities Minister Marvin Gonzales.
Both TSTT and WASA fall under Gonzales’ purview.
“As a minister, I can tell you I am really fed up with hearing complaints from customers about WASA’s customer call centre.”
The main complaint was CCC representatives not answering the public’s calls in a timely fashion.
“I have received numerous reports from people who said that calling the centre for a truck-borne supply was frustrating and even to report a leaking pipeline was another issue. The centre has violated all the RIC’s standards in terms of drop calls and the length of time customers have to wait before their calls are taken. It’s horrendous. And it has been like that for ages…even before I became a minister.”
The CCC also did not provide a 24/7 service.
He said that even though the centre was provided with additional workers to improve its overall service, “the situation just worsened.”
Gonzales said he realised the issue was not inadequate staffing but lack of management.
“It does not make sense that citizens are getting a bad service, an unreliable water service, and they still cannot contact the utility service or centre.”
He said he had had enough of that.
“What did I do? I asked TSTT to take control of WASA’s call centre.”
Gonzales said 15 dedicated TSTT workers will work around the clock to take the public’s calls.
“We don’t intend to change the call centres numbers under TSTT’s management. They will remain the same.”
Having done a cost-benefit analysis, Gonzales said TSTT’s contractual fee was far cheaper than what WASA was spending to keep the centre operational.
When asked what the contracted figure was, Gonzales stated that he did not have that information with him.
“We have seen it more feasible to have a company like TSTT, a sister utility agency that has the competency in operating a modern call centre and to be able to operate it on WASA’s behalf.”
WASA acting CEO Kelvin Romain.
SHIRLEY BAHADUR
1,000 WhatsApp messages from the public, the people want water
Between Wednesday and yesterday, acting CEO of WASA Kelvin Romain has reported receiving over 1,000 WhatsApp messages and 100 phone calls from members of the public not having water or waiting for a truck-borne supply. The call were made to a 493-4CEO cell number that was recently created by WASA to only report "illegal activities."
Speaking to the Sunday Guardian yesterday, Romain said the number was given to the public on Wednesday at a press conference hosted by WASA informing them to "WhatsApp only" any illegal activity they may see or know within WASA. He cited areas of illegal water connections or customers paying for a free truck-borne supply.
"The number was almost like a whistleblower. It was to get a feel of what was happening out there."
While Romain said a few people reported some illegal connections, the public began calling and messaging the number to complain about their water plights, and mainly being put in a "long queue" when they call WASA's customer care centre for a truck-borne supply.
In the majority of messages, Romain was asked by citizens when they will receive water and why their taps were dry for days.
"Coming out of the desalination plant going down, that is 40 million gallons of water a day not being supplied affected South in a serious way. But the plant is up and running now."
The cell number, Romain said, turned into a customer service centre.
"It shows that we have some issues with regard to our customer care service. As CEO, it brings a little more light to me on what is happening out there. The thing is the public just wants their water situation addressed. I could understand that by calling the CEO or texting the CEO you would get a faster response."
Romain said he "single-handedly" responded to the majority of the messages and took a few calls which were forwarded to WASA for intervention.
"There are people in distress. I want to be able to satisfy my customers. If I could answer all the calls I would have done that. But if I do that, I will not be able to do my job."
Romain said the cell number will remain in service.