The Barbados Water Authority (BWA) is today June 1st 2022, launching its Interactive Voice Response (IVR) feature as part of ongoing efforts to improve customer service delivery and the relationship with our valued customers. Interactive Voice Response (IVR) is an automated phone system technology that allows incoming callers to access information via a voice response system of pre-recorded messages without having to speak to an Agent.
According to Customer Experience Manager, Melanie Haynes, “this feature will allow persons who make enquiries through the Call Centre to:
- have easy access to their bill balances, payment due date and amount at any time of the day or night
- reduce the wait time to access this information, especially during times of high call volume.”
Customers can perform this task themselves quite simply when armed with their Account number. Should they need to speak with an Agent, this can still be accommodated between 8:30 am and 12 midnight any day of the year.
General Manager Keithroy Halliday confirms that “while now having access to the improvements that features such as IVR and e-Billing bring, the public can look forward to additional technological enhancements on the Authority’s customer service delivery channels. There is definitely more to come.”