Monday, November 24, 2014

Customer Care Center responds round the clock

Our Customer Care Center helps more than 
10,000 customers a day.
Keeping the lights on requires the work of thousands of employees who generate power at our plants, build and maintain the network of wires, and respond to problems that affect your service.

Our Customer Care Center responds to customers who need help with service requests, billing and payment questions, power outages and more. Each day, we receive about 10,000 to 12,000 calls – and on days when we have a high volume of power outages, maybe 10 times that total. To handle the calls, we have about 700 phone lines and 300 consultants who take the calls. We respond to residential customer service calls 24 hours a day, 7 days a week. In addition to our consultants, we have an interactive voice response system that allows customers to access self-service for some transactions without having to talk to a consultant. We also have online resources to handle certain transactions.

Another way we manage call volume is Callback. When busy phones lines have customers waiting for a consultant, Callback allows customers to end their wait by having us call them back. This feature becomes available to customers who are on hold with a wait time of more than 2 minutes. Customers using the Callback option automatically have their place held in the waiting list and are called back as phone lines and consultants become available. Customers choosing to remain on hold are offered the Callback option two more times during their wait. Callback allows us to better serve our customers by eliminating the need to wait on the phone or to call us back when we are less busy. Callback is just one more way we make it easy to do business with us.

While technologies are useful to manage volume and to offer self-service, the best interactions remain the personal ones with knowledgeable and helpful consultants. Check out this short video to meet one of our consultants and see what’s happening on the other end of the line when you give us a call.

Keeping the Lights On: Her Friends and Neighbors

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