Call Center

Originally named Customer Assistance Center, the Meralco Call Center was formed in 1972 to handle operating-related reports, complaints and inquiries, and relay these to the different Operating Centers. During the government takeover of Meralco in the Martial Law era, its name was modified to Complaints and Action Center.

Through the course of its transformation, the Call Center’s function has also broadened its competence in order to accommodate more customer needs. Currently, it provides the following services to more than 4.3 million customers in the Meralco franchise area:

• service-related concerns such as billing, payments and service application
• reports on power outages, line troubles, defective facilities and streetlights
• pilferage-related concerns
• operator assistance

The Call Center houses an advanced CTI-based technology (Computer Telephony Integration) which combines the capabilities of computer and telephone systems. Through the use of this technology, the call center is able to efficiently receive and process an average of 7,000 calls on a normal day.

Aside from handling inbound calls, it also service customers through text messages (Kuryente Watch and Powertext) and emails (Webposts).

Call Center