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CAASD fortalece los niveles de respuesta a usuarios a través de su call center

Director Felipe Suberví informa que semanalmente se atienden más de mil reportes por la vía telefónica

Santo Domingo – El director general de la Corporación del Acueducto y Alcantarillado de Santo Domingo (CAASD), ingeniero Felipe Suberví, informó que a través del call center de la institución se han logrado fortalecer los niveles de respuesta a la ciudadanía para garantizar un mejor servicio.

En ese sentido, el funcionario explicó que, semanalmente, el personal de la central atiende más de mil reportes de averías por la vía telefónica, de las cuales la mayoría son solucionadas a la mayor brevedad.

“Tenemos un personal altamente capacitado para dar asistencia a la población de manera rápida y sencilla a los casos reportados. Asimismo, es importante para nosotros que puedan mantener la comunicación con la institución sin la necesidad de tener que ir de manera personal”, expresó Suberví.

Destacó que la implementación del novedoso sistema ha facilitado el ingreso de los casos de forma automatizada a una base de datos, desde donde de forma inmediata se les da seguimiento.

“Inmediatamente el usuario llama, se le asigna un número de reporte con el que puede dar seguimiento a su caso. Esos casos reportados llegan vía el sistema al departamento correspondiente que puede ser: Dirección de Operaciones, Ingeniería o Suministro de Agua, cuyo personal da solución al requerimiento”, enfatizó el funcionario.

“Con la implementación de la tecnología hemos logrado eficientizar el servicio a la población del Gran Santo Domingo”, apuntó el titular de la CAASD. 

En ese sentido, subrayó que, debido al constante seguimiento de ese departamento de la entidad estatal a los reclamos de la población, han reducido las quejas de manera considerable.

Asimismo, sostuvo que, a través de la digitalización en la institución, además de ofrecer respuestas rápidas al ciudadano, también se reduce la impresión de hojas y a la vez contribuyen a la mejora del medio ambiente.

Formación de empleados del call center de la CAASD

Felipe Suberví destacó que, en coordinación con el departamento de Capacitación, el personal del call center recibe de manera permanente formación a través de cursos de atención al cliente, manejo de conflictos, entre otros.

Agregó que la finalidad es la de brindar calidad al usuario, al tiempo que agradeció el apoyo de la ciudadanía al realizar sus reportes de fugas y averías a través de la central telefónica de la CAASD, debido a que estas acciones contribuyen a la optimización de los servicios de la entidad estatal.

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