186 BEDAŞ

Boğaziçi Elektrik Dağıtım Inc. System Coordination and Call Center

 

186 Bedaş System Coordination and Call Center, technical infrastructure and software of which was developed by Armakom Communication Technologies, was established to provide rapid solutions to subscribers’ problems.

 

 

Calls to 186 BEDAŞ Call Center System in Istanbul is forwarded by Turk Telecom to Call Center established in Istanbul. “Failure Records and Other Subscriber Applications” received by calls are responded and recorded by “Call responders” through computer.

 

Recorded applications are evaluated by “Enterprise Directorates, Office of Chief Engineers and other concerned units” and the related failure teams are sent to failure spot. Officials working at BEDAŞ Enterprise Directorates, Office of Chief Engineers and other concerned units access to system through Internet; view any failure records, subscriber’s requests and complaints assigned to them; do required transactions and report the results through the system. Furthermore, “Administrators” are able to monitor transactions of analysts against applications concurrently through the system.

 

 

• With the Call Center servicing 24/7 with advanced technology, a Contact Center, which can be accessed at any time was established. This enabled that any failure or application can be conveyed to the concerned authorities by dialing a single number and follow the results.
• Web-based software enables instant access by administrators to applications received accross Turkey and concurrent monitoring of the concerned transactions from the headquarter.
• It has contributed to in-house communication by applications of announcement and discussion groups.