Call centers serve a critical role in your customer’s interaction with the utility. Usually calls consist of high bill complaints, inquiries about changes to bills, or inability to find information via the utility’s website. During this session we’ll explore how one of our utility partners, Southern California Gas, has been able to identify ways to improve call center operation. In particular, how by listening and learning to call center calls in a “Day in the life of a CSR” exercise they were able to turn around and equip staff with tools, processes, and trainings that have resulted in significant impacts on key call center KPIs.
This session will cover
- current initiatives
- environmental and economic benefits
- steps you can take.