7 November 2014 Go back to News
Minister Alan Kelly visits Irish Water customer call centre in Cork
Irish Water, Ireland’s national water utility responsible for providing and developing water and waste water services throughout Ireland, today welcomed the visit by Minister Alan Kelly to its customer call centre in Cork.
Minister Kelly, who visited the call centre at the invitation of Irish Water, said the establishment of the customer call centre was a vital part of standardising operations and service provision for Ireland’s first ever national water utility.
Commenting on today’s announcement, John Tierney, Managing Director of Irish Water said;
“We are fully committed to ensuring customers have their questions and queries answered clearly and promptly by our customer care team.
This has been an extremely busy period and we would like to thank customers for their patience and assure them that we are working to do what’s right to provide a national water system that meets the needs of all communities.”
The customer contact centre is outsourced to Abtran Ltd and commenced operations in July 2013. There have been 474,000 contacts between the call centre and Irish Water customers since the start of 2014. Today, the centre employs approximately 450 staff handling over 130,000 calls to date to the dedicated metering and operations call line (1890 278 278) and over 275,000 calls to date the dedicated application for allowances call line (1890 778 778). In October 2014 additional staff were put in place to ensure the high volume of customer calls were dealt with quickly.
The majority of calls to the call centre relate to the customer application campaign which started on September 1st 2014. The deadline for responding to the campaign and applying for allowances was recently extended to 30th November 2014. The application campaign is designed to offer customers the most convenient method to apply for water allowances and ensure their details are correct for billing purposes.
Most customers, approximately 71%, choose to return their application via post. The remaining 24% are applying online with a further 5% applying over the phone. Online applications can be completed in less than 4 minutes on average and offers customers the most immediate application process.
The extension to the application deadline will result in the first bills being issued to customers at the end of January and will ensure customers applying by this deadline will have all allowances applied within the first billing period (1st October 2014 – 31st December 2014).
The Metering Programme has also reached a significant milestone with over 476,000 meters installed to date, ahead of the year-end target of 450,000.
The application process can be completed in three ways with the online method offering customers the most efficient and immediate validation process.
1. Online ;
2. Phone LoCall 1890 778 778 or +353 1 7072824, lines are open from 8am - 8pm, 7 days a week;
3. Post the completed the application form in the prepaid envelope provided in the pack.