We are FCC Nº21

Aqualia Contact in figu Evolution of Aqualia Co Sara Páez “After 16 years in the Customer Service Centre in Madrid, and being from another city, I can say that I have found people here who are almost like family”. Alicia Míguez “The only way to do a great job is to love what you do. It is a pleasure for me to help clients, to provide them with the best possi - ble response and for my work and attention to be valued satisfactorily by the client. After all these years the balance is very positive and the only thing left to say is ALWAYS THANK YOU!”. Gema Orgaz “I am happy to belong to this great team of professionals and the closeness we have with our managers”. Luis Carlos Alonso “I work in a company where diversity and tolerance is admirable. They make you feel part of it and that reinforces your en- thusiasm”. Miguel Ángel Reina “The relationship with my colleagues, the satisfaction of helping customers, of fa - cilitating their procedures in a quick and efficient way, solving everything in one call, I think that all work has to be in tune with each other to really enjoy it”. Success is possible thanks to them Silvia Rodríguez Customer Service Centre Supervisor “When customers are grateful and satis - fied with the service they have received, we feel proud of a job well done”. Staff at the Customer Service Centre Incorporation of new municipalities in 2004- 2007. Start-up of the Call Centre. Answering calls from the first muni - cipality: Salamanca. 03 may 2004 230 120 34 18 IIncorporation of the new municipalities call centre in 2008- 2011. Incorporation of new municipalities in 2012- 2015. N Incorporation of call handling for new munici- palities in 2016- 2019. Virtual Office • The Customer Service Centre currently serves customers in 421 municipalities nationwide, covering 2,990,214 customers. • Since the start of its activity, 14,198,733 calls have been received, more than 85% of which have been handled wi- thout the need for the customer to visit a municipal office. • The virtual office has 545,281 registered customer contracts. • Since its launch, 1,187,564 procedures have been carried out through this channel. Customer Service Centre T H E P L A C E 58