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Call centers and their representatives often serve as the face and first-point of contact in utility customer relationships. Many factors are needed to be successful in delivering a quality customer experience via the call center, including staffing efficiencies, the effective use of technology, and proper and attainable metrics.
As utilities look to provide better customer service, there is a growing movement to spend more time on the phone with customers to ensure all of their needs are met and to reduce repeat contacts. After all, many calls are becoming increasingly complex as more customers opt for self-service options, resulting in time-intensive customer inquires reaching the contact center.
Chartwell’s Webinar on Call Center Metrics: Top Performers will offer a look at some of the industry’s key customer contact success stories, and offer insight on the following key issues and metrics:
- Balancing metrics such as average speed of answer and first contact resolution;
- Maximizing technological resources while increasing the capabilities of human resources;
- Using call center contacts as a platform for customer satisfaction enhancements;
- And more.
Presenters
Harry Ruscetta, Call Center Manager, NSTAR
Harry has more than 35 years of extensive experience managing a variety of functions in Customer Care and Human Resource Departments in the electric/gas utility industry. During the last ten years he has served as the Call Center Manager at NSTAR. He is a current member of the Northeast Contact Center Forum.
Carrie Young, Manager, Residential Customer Services, SRP
Carrie develops and executes the Residential Customer Service Center strategic blueprint. She defines and creates a service culture in the Residential Customer Service Center, ensures overall operational effectiveness, and manages to a comprehensive set of customer focused metrics. Carrie is responsible for providing management oversight and leadership to residential customer services staff as well as its external call center partner, internal call centers and branch operations, to ensure service excellence and customer convenience. She manages the administration and operation of complex computerized systems and software including the Automated Call Distributor System and Interactive Voice Response Unit. She also managed Customer Billing, during SRP’s migrations to its new Customer Information System.
Suggested Research
Contact Chartwell at 404.237.9099 for more information about the below research:
- Call Center Service Levels
- Industry Update: Impacts of first-contact resolution
- Industry Update: CSR training and development remains high priority
