A golden customer service | EDP España

The Spanish Experts in Customer Relationships Association has recognized, for the second consecutive year, EDP as the best customer service centre in Spain. EDP is awarded with the Gold CRC (Customer Relationship Centre) to the best service in the B2C Telephone Channel, with more than 2 million calls. The award was presented in a gala celebrated at the Santiago Bernabéu stadium, in Madrid. The Gold CRC Awards are the most relevant in the sector and grant the seal for excellence in customer service.

From EDP’s customer service centre, with main offices in Gijón, they answer more than two million calls per year, which translates into 12 million minutes of customer telephone service.

EDP provides customer telephone service from two headquarters in Spain, Gijón and Bilbao. In total, more than 300 people work in this. In the Asturian headquarters there are more than 200 employees, among workers from the company itself and from the company Unísono. In Bilbao, with 130 employees, EDP has the collaboration of the company Lanalden.

EDP started assisting their customers telephonically in 1992. In that year there were 3 people assisting in the headquarters of Oviedo, in La Gesta Square, with a 12-hour job schedule, from 8 in the morning to 8 in the afternoon. From then, and in uninterrupted schedule for the 365 days of the year, the service has been focused on the customer’s necessities. The awards received are aligned with EDP Group’s strategy in customer service, based on service excellence and satisfaction.

The Gold CRC Awards are 16 years old. They are granted after a series of external audits developed by IZO, a consulting company specialized in customer experience. For the current edition it made audits in 15 different Spanish and one Latin-American cities, it analysed 210 points of control per company and made 63,000 surveys to customer service clients and managers.

Companies from the IBEX35 took part in this edition and the finalists add up to more than 32 million interactions per year. Among the awarded companies are Nespresso, Cetelem or Sage.

Besides the Best Customer Service Centre Award with a volume of calls higher than two million, EDP was also one of the three finalists of a total of 19 applications, to the best CRC 2015, which was awarded to Nespresso, a company that assists premium clients and receives around 50,000 calls per year. Unlike previous editions, the organization did not differentiate companies among sectors, but rather they all competed in the same conditions, which reinforces even more EDP’s customer relationship politics.

EDP

EDP is an international energy group, leader in value creation, innovation and sustainability. It is part of the Dow Jones Sustainability Indexes (World and STOXX) and is also world leader in renewable energy.

In Spain, EDP is a referent company in the energy market, present in the generation, distribution and commercialization of electric energy and gas, with a portfolio of more than two million customers all over the country.

EDP is leader in gas in Cantabria and the Basque Country, as well as in Asturias, where it is also the referent electricity operator.