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CUC hires translator to improve customer service
Reduced water supply announced in key areas
The Commonwealth Utilities Corp. has hired a global company that would handle its translation and interpretation needs for its non-English speaking customers.
CUC chief financial officer Charles Warren disclosed to Saipan Tribune yesterday that Voiance, the second largest over-the-phone interpretation company in the world, was contracted for one year and the service cost is $0.85 per minute, with no monthly minimum.
“As you know, we deal with many different nationalities at CUC. Utility services are very important, and it is critical that CUC and its customers communicate effectively so that there are no mistakes or misunderstandings,” he explained yesterday.
It was learned that Voiance offers 24/7 over-the-phone interpretation in over 200 languages. Interpreters are typically available within 15 seconds of the call being placed.
Warren said that Voiance will allow CUC staff to communicate much more efficiently and effectively with customers who don’t use English as their primary language or those who don’t speak English at all.
“We expect our service level to improve significantly for CUC’s non-English speaking customers. Since the service is provided over the phone, this capability is not restricted just to customer service and cashiering but is available to field staff [lineman, engineers, disconnection crews, etc.] as well,” he said.
Warren said that CUC chose Voiance due to the number of languages offered and their experience serving many customers in the utility and government sectors.
Meantime, CUC is alerting customers in Susupe, Chalan Kanoa, and San Antonio of a potential reduced water service because of interruption of electric service to the Obyan well field. CUC crews have worked throughout the weekend to install portable backup generators to key wells.
It was learned that electric division distribution crews are working to identify a potential ground fault in an underground portion of a primary line. Specialized equipment will be brought in from Guam to help locate the trouble area so repairs can be made.
According to Ricardo Saavedra, Water and Wastewater Division manager, CUC expects near full supply once the backup generators are in place. However, customers should be aware of the potential for reduced service levels during peak periods.
“Despite CUC’s best efforts to provide full-time water service throughout its service territory, outages can occur due to the poor condition of its delivery system, in this case an interruption in the electrical distribution system. CUC apologizes for this inconvenience and will continue to work on restoring services as soon as possible,” Saavedra said. He encouraged affected customers to call the Water Division at 322-5030 with any questions or concerns.
