ICE call center is the best rated by Sutel

By ICE Group

Machine translation

December 30, 2024

The telephone service for telecommunications services of the Smart Contact Center of the Costa Rican Electricity Institute (ICE) received a rating of 100 – the maximum – according to the results of the indicator Response time for call centers , published by SUTEL.

The parameter is governed by the Regulation on the Provision and Quality of Services ( RPCS ), and was built from tests carried out at end-user service centers.

The Regulation states that users must receive an effective response from the human customer service agent within a time limit, counting from the end of the user's dialing. This time limit must be within the thresholds of 20 seconds for 35% of cases and two minutes for 100% of cases.

ICE achieved outstanding performance ( see graphs ) with its customer service through its Intelligent Contact Center – services 1193 and 1119 –, currently integrated into the 1193 number to optimize the user experience.

“We have transformed and strengthened our digital customer service channels, so that customers can contact us through the means of their choice. This has significantly improved the efficiency and effectiveness of our Smart Contact Center ,” said Marco Acuña, president of Grupo ICE.

The Superintendency's study verified compliance with the regulations for the protection of users' rights, by confirming that communications made to the end-user service centers of service providers were free of charge (attention free of charge).

“The goal is to provide an exceptional customer experience when contacting our Smart Contact Center . We are working to return kölbi to first place. This result confirms that we are on the right track,” said Melvin Monge, manager of ICE’s Business Resources and Services Management.

The evaluation was conducted between April 11 and July 31, 2024. It included nine telecom operators in the country, with kölbi 's 1193 service being the highest-rated among all operators, outperforming second place by more than 11%.