More than 200 people participated in Gijón in a conference on excellence in customer service. The session, organized by EDP Unísono at the Teatro de la Laboral, allowed employees of both companies to work together in the EDP phone service from Gijón.

The day was the meeting point to share experiences and good practices of people working in EDP's call center, whose main headquarters are in Gijón, recognized as the best in Spain.

The director of the Commercial Cycle B2C and Customer Service Department of EDP n, Javier Vázquez, opened the session highlighting "the importance of this type of conference, which is very necessary to make a balance and communicate the company's strategy in customer service. " In addition, he stressed that "the close collaboration between EDP Unísono is essential for consumers to give EDP's telephone service the best rating in Spain each year ."

Sandra Gibert, general director of the Unísono Group, and customer's director, Iván Rubio, both appreciated the trust placed by EDP. Unísono has been collaborating with the energy company for 14 years, which has allowed the Group to grow in the region and continuously improve the customer service processes and operations, as well as maintain employment stability.

EDP esented challenges and objectives for 2018 in the telephone channel, which focus on optimizing high levels of quality and excellence in customer service. For this, training is essential. Ever since both companies began their relationship, EDP inually forms all the agents of the center, due to the characteristics of the energy sector and specific products.

During the day, EDP presented different customer service projects. One of the most outstanding for 2018 is focused on the evolution of its digital channels, to adapt them to the needs of customers. Thus the development of a mobile application and new functionalities within edponline, the client area of ??the company's website (www.edpenergia.es).

He also presented the results of the project of the new face-to-face offices, which, with an investment of 1.5 million euros, has made it possible to renew them from an integral point of view, taking into account the experience of customers both in the physical part of the office as well as in relation to the procedures they carry out.

This improvement has been recognized in the last CRC Gold Awards, the most outstanding of the sector that grant the seal of excellence in the service, where EDP recognized as the company with the best attention in the face-to-face channel, as well as in telephone.

During the day, EDP anded four agents of the telephone center of Gijón. To this end, it established four categories and took into account the assessment of agents by customers, as well as the results of an external audit. The award-winning agents are María Sanjurjo, for her excellence in customer service; Virginia Rodríguez, as the best agent in telemarketing campaigns; Beatriz González, for the best time of call management; and Ana Belén Gago, for being the agent that has achieved the highest scores in the free electronic billing service.

EDP's customer service center serves more than two million calls per year, which translates into twelve million minutes of telephone customer service.

The power company provides the telephone service from two offices in Spain, Gijón and Bilbao. In total, the company generates more than 400 direct jobs. In the Asturian headquarters there are more than 300 employees, including workers of the company itself and of Unísono.