We are FCC Nº21

From left to right, Miguel Ángel Reina, Gema Orgaz, Sara Páez, Silvia Rodríguez, Alicia Míguez, Luis Carlos Alonso and Carolina Serrano, Aqualia’s team at its Customer Service Centre in Madrid. In this sense, Carolina faces the coming years with the hope that the service “will benefit both the users and the staff” for whom they work and hopes that “we can face new challenges, with energy, and above all with a positive and colla- borative attitude”. Future technological develop- ments As proof of its quality of service, Aqualia has an information securi- ty management system certified in 2011 in accordance with ISO 27001 standards, and its information sys - tems that support the activities of the Customer Service Centre, Vir - tual Office and App. In addition, it will continue to improve the mana- gement of communication of break- downs or programmed outages via SMS, electronic invoices, direct de - bit of bills, etc. The future for Aqua - lia Contact is immediate and is con- tinuously reflected in its evolution. Aqualia Contact will continue to work on the principle of telephone excellence and customer experience In fact, all ACC professionals can get to know the more personal side of their colleagues thanks to the ‘Family Contact Day’, which Caro - lina is very satisfied with. It is a day when employees can bring their children to the office to get to know their workplace. A perfect moment to strengthen the bonds between all the people who are part of this Customer Service Centre. A more responsive and capable service Aqualia has always taken the cus- tomer into account as the creator and guide of the process. Caroli- na explains that the new channels of communication with users have been created “in a coherent way wi - thin the frameworks that have been established, according to the needs and requirements of the service”. She is also confident about the road ahead for them to work hand in hand with customers: “We will continue to provide them with the best experience, developing com - munication skills for customer ser- vice channels by making customer service more responsive and ca- pable”. Likewise, she does not he - sitate to define that they will conti- nue in the right direction, “working on the principle of telephone exce- llence and customer experience”. ghts the road travelled and the peo- ple who have been part of it from the beginning to the present day. The human quality of its profes- sionals More than 100 people work at Aqualia Contact, and more than 50% of them started their career in the project more than 10 years ago, of which Carolina takes stock with great affection: “We have li - ved together both personal and work experiences, difficult and also rewarding”. She also highlights the excellent human qualities of all of them and assures that they have taught her to grow personally and professionally. “Since I joined the company 18 years ago, I have not stopped lear - ning day after day. I have had the unconditional support of my mana- ger, who with his drive and confi - dence always makes me grow”, thanks Carolina. Aqualia’s Customer Service Cen- tre has 100% of its own staff, as it is not outsourced. For her, the fact that this is the case “makes the sta - ff who work there feel part of the company” and develop a sense of belonging and commitment to the customer. T H E P L A C E 57 T H E P L A C E