Case Study:
Natural Gas Client Needs Boost in Customer Service Program
Challenge
One energy corporation serves more than five million metered residential, commercial and industrial customers, making them one of the largest natural gas distribution companies in America.
Their strong business performance is rooted in sound strategy, strong execution and solid values.
After recognizing a deficiency in customer service during peak time periods, extreme weather, and high call-volume periods, this company sought to align themselves with a partner who could deliver cost-effective, fast and scalable solutions to meet consumer demand.
Solution
Because of their highly qualified staff, real-time call volume monitoring, and a proven track record of improving customer satisfaction, this energy giant found their natural fit with Virtual Agent Services (VAS).
In their partnership with VAS, this energy company implemented a program that managed various call types including general customer care, billing issue resolution, customer moves, and service installation. Some of the highlights of the VAS program included:
- Implementation of a new hire training program that focused on core call types, service upgrades, quality, and first call resolution.
- Establishment of a real-time Operation Control Center that allocated the proper staff against various call volumes and call types.
Results
- Created efficiencies across the board that reduced overall cost and increased revenue.
- Service upgrades improved 7%.
- Average handle time decreased 34%.
- Achieved scores in the “very good to excellent” range for overall satisfaction and “good to very good” range for feeling like a valued customer.
- Decreased training time for new hires and increased productivity of agents.
- Elimination of over-hire and sunken costs associated with short-term temporary staffing during peak call periods.
- Customer preference to VAS agents.
- Seamless transition for energy customers.
Related Industry: Utilities / Logistics
To discover how VAS can bring clarity to your challenge, contact us or call 877.241.2516