We are FCC Nº21

Aqualia’s Customer Service Centre has handled more than 15 million calls from all over Spain since it opened in 2004 One hundred people, employed directly by the company, form part of Aqualia Contact. Digitalisation in the work environ - ment has taken an exponential leap in recent years. A boost motivated by the advances and challenges of today, where aspects such as efficiency and resilience must be taken into account. In the case of Aqualia, the situation has been no different, and in the same way that it has been a safe bet for the rest of the water sector, the company has also generated new opportunities thanks to this issue. It has done so by strengthening its services throu- gh digital transformation plans. Capacity for development The customers have also been able to see how technology has been an increasingly efficient means of ca - rrying out an essential service such as that provided by Aqualia. So much so that they have also been able to enjoy the help of the com- pany’s professionals with the con- venience of not having to travel to one of the municipal offices located throughout Spain, with almost 15 million calls recorded since its in- ception and more than one million calls attended to each year. According to Carolina Serrano, head of Aqualia’s Customer Servi- ce and Data Protection Channels, the 18 years that Aqualia Contact has been in operation demonstrate the centre’s capacity for develop- ment and improvement, as well as that of its staff: “The turning point has been the real commitment of our workers to the digital trans- formation we have developed, as well as their capacity for adapting to new situations and contingen- cy plans, such as diversification into two physical locations as a contingency and back-up solution, which allowed us to maintain cus- tomer service at the most critical moments of the pandemic after the closure of the face-to-face service offices in March 2020.” In this sense, Carolina also men - tions the support situation with teleworking managers at certain times, such as the one they went through after the arrival of CO- VID-19 and the first confinement, as well as the Filomena storm in January 2021. She also explains that “this diversification in the at - tention of centres and teleworking has permanently favoured the co- rrect attention of our clients at all times, with the centre always being open from the beginning of its ac- tivity”. For her, it has meant “continuous learning”, also abroad, where in countries such as Italy and Colom- bia they have had to tackle projects of similar characteristics. On the other hand, the head of Aqualia’s customer service channels highli- T H E P L A C E 56