Burnaby, BC, December 8, 2016– The BC One Call (BCOC) Board of Directors issued an RFP for a contact centre services provider in June 2016 and is very pleased to advise they have awarded the contract to Alberta One Call (AOC) October 7, 2016. BCOC contact centre operations will continue to be provided out of the existing Burnaby office, and management of those operations will be taken over by AOC as of December 21, 2016.
Customers in BC can expect to see positive changes almost immediately in the way services are delivered. A new web portal will provide an updated and efficient way to submit locate requests on-line; giving excavators the opportunity to attach sketches and other documentation to their requests. The online process will be supported through user training, ‘How To’ documentation and new Online Chat services.
Fax submissions will be phased out as of January 1, 2017. BCOC will reach out to frequent fax users to guide them through the transition to web submission. A manual fax process will be available during the transition period for those needing more time to adjust internal processes.
Agents in the contact centre will take on new roles and responsibilities – including being available to members and excavators through a Support role. New phone menu options and email@example.com will provide system users with direct access to the assistance they need.
Alberta One Call is looking forward to working with the BCOC staff to create a successful partnership with all damage prevention stakeholders across BC.