25 JUNE 2021
Kuala Lumpur – Pengurusan Air Selangor Sdn Bhd (Air Selangor) remains committed to continue providing the best experience to its customers in Selangor, Kuala Lumpur, and Putrajaya through various new initiatives and customer service quality enhancements.
Beginning July 1, 2021, Air Selangor Contact Center through the 15300 line will be fully upgraded. This initiative is in line with Air Selangor’s efforts to achieve the international standard for Customer Operation Performance Certification (COPC) or global Customer Operation Performance Certification and ISO 18295 Customer Contact Center (CCC) by 2023. Among the improvements that will be implemented are:
- The number of incoming call lines will be increased from the existing number, by increasing the number of contact center officers on duty at all times. A more systematic task scheduling process guided by Real Time Analysis (RTA) or live real-time analysis will minimise the number of unattended calls.
- All customer calls are answered within the stipulated period of time according to the Service Level Agreement (SLA) set, which is within 30 seconds after the customer chooses an option through the IVR (Interactive Voice Response) system. This will reduce customers waiting time before being served by call center officers.
- Introducing the Robotic Process Automation (RPA) technology to speed up the complaint management process. Each registered complaint will be constantly monitored to ensure that action is taken based on the time period that has been set along with follow-up action.
Air Selangor would also like to inform that the customer communication channel for inquiries and complaints in the form of non-calls or non-voice channels has been improved and streamlined. Any complaints and inquiries can be channeled to the Help Center website on www.airselangor.com and the Air Selangor Application. The method of filling out the guide form through the Help Center will make it easier for customer complaints and inquiries to be acted upon immediately. Customers will be notified regarding the receipt of complaints via email or SMS. Customers can also check the status of the complaint from time to time until the complaint is resolved.
With the implementation of the online guide form on www.airselangor.com and the Air Selangor Application, the wecare@airselangor.com email service, short message service (SMS), and complaints through the WhatsApp Application will be terminated beginning July 1, 2021. This is to provide convenience to customers to channel complaints easily through a more effective, accurate, and targeted method.
Additionally, from 1 July 2021, only customers who have registered for e-Bil will get full access to the Air Selangor Application. This includes access to customer account information, monthly water bill statements, water usage trends, and bill payment statements. For customers who have not registered for e-Bil, their access is limited to water supply status information, bill balance check, bill payment, and submission of complaints and inquiries only.
As such, customers are advised to register for e-Bil either through the Air Selangor Application or by visiting https://update.airselangor.com immediately. Since its launch in January 2018 until June 15, 2021, a total of 937,371 accounts have registered for e-Bil and received their monthly water bills via email or the WhatsApp Application.
For customers who receive their monthly bills through the WhatsApp Application, Air Selangor has also provided the facility to easily make online payments through the FPX service from 1 July 2021.
The Air Selangor application can be downloaded through the Apple App Store, Google Play Store, or Huawei App Gallery.
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