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Customers expect and need increasingly knowledgeable CSRs, recent Chartwell report shows
ATLANTA – Jan. 13, 2012 – With millions of smart meters being deployed every year, the argument can be made that the influx of data received and made available from these meters has made for a smarter customer; and with smarter customers, utilities must in turn create smarter call centers to not only keep pace, but also stay ahead, says Chartwell’s latest report, CSRs as Energy Advisors. At the very core of the evolving utility call center is what many utilities are now calling ‘energy advisors’ – or specialized customer service representatives (CSRs).
Smart meter infrastructures, energy efficiency and demand side management programs, social media and mobile communications have made customers more demanding. This transformational shift can allow utilities to realize substantial benefits from hiring CSRs with heightened analytical skills and offering the training necessary to address customer questions surrounding smart grid technologies, electric vehicles, energy efficiency and other complex topics. Preparing for this next wave of customer care challenges and opportunities can also allow utilities to serve customers’ increasing expectations for interacting with service providers.
“While self-service options are offsetting many inquiries that previously reached the contact center, utilities are faced with the need to balance this reduction in contacts with an increase in detailed customer inquiries,” says Chris Brennaman, research analyst for Chartwell. “Reaching these goals may be accomplished, in part, by creating a refined customer contact environment.”
CSRs as Energy Advisors features the latest utility efforts on the topic, including Dominion’s “Smart Call Center” and related efforts from Ameren Missouri and BC Hydro.
Chartwell's CSRs as Energy Advisors report is offered through Chartwell's Customer Care Research Service that includes topics ranging from contact centers, bill presentment and payment, self-service channels, including web- and mobile-based, credit and collections, outage management and customer satisfaction. Learn more about this research by contacting Doris Yon at 404.237.9099 ext. 29 or dyon@chartwellinc.com. More on this topic will also be featured during Chartwell’s Customer Contact Management Summit in Atlanta, Feb. 23-24.
ABOUT CHARTWELL
Based in Atlanta, Chartwell Inc. is a specialized information provider that helps utilities improve their customer experience and ultimately customer satisfaction. Chartwell publishes case studies, quantitative research and industry data, and hosts conferences and other events for utility professionals. For more information, visit www.chartwellinc.com.
MEDIA CONTACT
Dennis Smith
404.237.9099 ext. 31
dsmith@chartwellinc.com
