Extended customer service hours: greatly appreciated on its first weekend

To better meet the needs of our customers, Hydro-Québec extended its opening hours as of June 25. Our customer relations centres are now open evenings and weekends, just in time for the busy moving season.

After a first successful weekend, Hydro-Québec is proud to see that our new opening hours allowed nearly 4,000 customers to speak with a representative.

On Saturday morning, Hydro-Québec received a high volume of calls, which quickly prompted us to add more employees in our call centres. These adjustments helped reduce the average wait time to four minutes in the morning and less than 12 seconds by 3 p.m. On Sunday, the average wait was less than 30 seconds.

“Our 4.2 million customers are at the heart of our decisions and we spare no effort to improve the services we offer them,” said Éric Filion, Vice President – Customers at Hydro-Québec. “Extending the opening hours of our customer relations centres, in addition to our enhanced online account management tools, is in keeping with our goal of providing better service.”

Customers can now contact a Hydro-Québec representative by phone from Monday to Friday, between 8:00 a.m. and 8:30 p.m., and on Saturday and Sunday, between 9:00 a.m. and 5:00 p.m. Hydro-Québec receives close to 4 million calls per year, making telephone services a key component of customer satisfaction. During those same hours, we also answer our customers on Twitter: @hydro_customer.