Case study: effective solution for missed calls. DTEK contact center, energy supplier. Ukraine

We decided to share some of our key projects with you.
Let’s begin with a case for DTEK Kyiv Electric Networks — a project that highlights our ability to adapt and deliver in critical situations.

DTEK is an energy company that provides electricity supply services. Its contact center handles customer calls during emergency outages, including those caused by shelling or damage to power lines. People reach out to find out when electricity will be restored or with questions about bills and connections.

When power outages and attacks became a daily reality, DTEK needed a fast and reliable solution to maintain stable communication with its customers across Kyiv, Dnipropetrovsk, and Odesa regions. A dependable contact center became a vital part of the strategy.

What challenges did DTEK’s contact center face?

DTEK’s management identified several pressing issues:

• Emergency call spikes overwhelmed their internal systems.
• Frustrated customers due to power outages required empathetic and skilled handling.
• Missed calls during peak hours tarnished the company’s reputation.
• Existing software integration processes were slow and cumbersome.
• Agents needed exceptional resilience to maintain professionalism under constant emotional pressure.

How did we help DTEK?

Building a resilient team: We onboarded and trained over 50 agents to handle high-pressure situations. The training emphasized resilience and empathetic communication with distressed customers.

Streamlined integration: Zenko integrated seamlessly with DTEK’s software and workflows, enabling a system capable of managing a high call volume.

Efficient operations: We provided extended working hours from 7:00 AM to 11:00 PM, ensuring continuous support even during high-demand periods.

Proactive customer support: Our agents didn’t just answer questions; they actively listened, reassured, and resolved concerns, reducing overall customer frustration.

Results that inspire

• 75,000+ calls handled per month with a significant reduction in missed calls.
• Enhanced customer satisfaction through professional and empathetic interactions.
• A dependable communication channel that supports DTEK’s reputation during critical times.

What DTEK says about working with Zenko Group

“Working with Zenko has significantly improved our ability to handle customer inquiries during challenging times. Their team of resilient agents and seamless integration with our processes allowed us to reduce missed calls and maintain reliable communication with our clients, even during power outages and peak call volumes. We appreciate their professionalism and dedication to delivering results.”
– Ihor Dumenko, Head of Contact Center, DTEK Kyiv Electric Networks

Why this matters

This case shows the value of having a partner who can step in and deliver solutions when it’s most needed. At Zenko, we’re not just a service provider — we’re a reliable extension of our client’s team, ready to adapt and perform under pressure.

Let’s work together. Contact us today, and we’ll help your business thrive, even in challenging times!