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Customer Service Overview

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  1. Customer Service Overview Corina Stretch Debra Humphrey March 2007

  2. HISTORY • 1873 Washington Natural Gas Introduced to the NW • 1886 Puget Sound Power & Light Introduced to the NW • 1997 PSE Arises From Puget Power/Washington Natural Gas

  3. Puget Sound Energy • Headquartered in Bellevue, Washington • An investor owned gas & electric utility (NYSE:PSD) • As Washington state's oldest and largest energy utility, with a 6,000-square-mile service territory stretching across 11 Washington counties, primarily in the Puget Sound region, PSE serves more than 1 million electric customers and nearly 700,000 natural gas customers. • Strong residential base

  4. Puget Sound Energy Service Area 65% suburban 20% metropolitan 15% rural 65% suburban 20% metropolitan 15% rural

  5. Bothell Facility • 325 employees • 75,000 square foot facility • Activities • Customer Access Center • Exception/Special Billing • Payment Processing • Credit & Collection • Customer Service Training

  6. Bothell Facility sample

  7. 7 X 24 Hours of Operation Core Business 7:30AM – 6:30PM Emergency Service 24x7 Products: Electric and Gas Merchandise Street Lights 35% of calls handled automatically 75% of calls handled within 30 seconds Less than 1% call abandonment rate Multiple languages supported Bothell Facility

  8. State of the Art Facility Spacious Training & Meeting Rooms Ergonomic Workstations Advanced Technology Workout Room/Showers Lunchroom/Kitchen Private Phone Booths Private Break Rooms Private “Mothers Room” Free Parking Walking Trail Bothell Customer Access Center

  9. Bothell Access Center

  10. Call Distribution • Start/Stop Service • Credit Arrangements • Billing Inquires • Other • Gas Emergency • Outage Restoration • Appliance Repair • Account Inquiry • Pay Station Locations

  11. Customer Service Agents (220) At Home Agents (16) Spanish Speaking Language Bank Agents (2) In house Training department In house Help desk Supervisors (6) Team Leaders (12) Business Analysts Forecasting & Scheduling Communication Administrative (2) Staffing Customer Access Center

  12. Billing Department Supervisors (2) Senior Business Analysts (3) Business Analysts (6) Agents (35) Credit Department Supervisor (1) Lead (1) Agents (23) Program Manager (1) Senior Business Analysts (1) Staffing Support Department Back Office • Payment Processing • Supervisor (1) • Agents/Clerks (16) • Analysts (1)

  13. Technology Tools • Updated Customer Information System (ConsumerLinX) • Quality Assurance Tools (E-talk; Qfinity) • Updated Telephone System (Aspect; Uniphi) • Skills Based Routing Ability (Aspect ACD)

  14. Technology Tools • E-workforce management suite (Aspect) • Real Time Adherence Performance Tools • Empower – Agent schedules • Agent Performance Optimization (APO) Statistical performance reporting • e-notification server – Communicating schedule changes to staff • Esp-IVR – Allows phone access to Empower through the VRU

  15. December 2006 Storm Corina Stretch Debra Humphrey

  16. Overview

  17. Storm forming

  18. Major Storm Forming • Communicated advanced warning of possible outages from approaching storm • Media, Customers ,Communities &Governments • Call Center • Website • Outreach • Once the storm hit, messages tied to PSE Emergency Operations Center (EOC) conference calls

  19. The storm’s damage

  20. Conditions led to extensive damage caused by fallen trees • December 2006 windstorm had winds speeds that typically can occur every 10 + years • Two-month period preceding windstorm was extraordinarily wet-breaking all-time precipitation records • People moving into traditional forested lands • Land use and “Boutique Trees”

  21. Unprecedented Damage

  22. Unprecedented Damage

  23. Poles to replace

  24. Boutique trees!!

  25. Unprecedented Damage

  26. Dec. 15: >700,000 Customers Out

  27. Dec. 18: ~ 500,000 Customers Restored

  28. 800,000 180 700,000 Customers Out 160 700,000 159 Substations Out 140 85 Transmission Lines Out 600,000 120 500,000 Transmission Lines and Substations 100 Customers 400,000 80 300,000 60 200,000 40 100,000 20 0 0 15 16 17 18 19 20 21 22 23 24 25 December 2006 Storm Damage and Restoration Metrics

  29. Response personnel and crews 800 Service Teams 700 600 Assessment and Coordination Teams 500 400 Teams and Crews 300 200 Crews (Line, Tree and Substation) 100 0 15 16 17 18 19 20 21 22 23 24 25 December 2006

  30. Crews from various areas here to help

  31. Multiple crews on each major line

  32. More damage

  33. Assessing the damage

  34. Dangerous conditions

  35. Transformer and Line damage

  36. Pole, tree and lines down

  37. More line damage

  38. Line and Tree damage

  39. 120,000 VRU Option 1 Outage Info Offered to Agent VRU Option 2 Regular Calls Service Level 100,000 100% 80,000 80% Service Level Number of Calls 60,000 60% 40,000 40% 20,000 20% 0 0% 14 15 16 17 18 19 20 21 22 23 24 25 December 2006 Call Center Metrics

  40. Sharing InformationOperations, Corporate Affairs, and Customer Services • Media, Customer (Major Accounts/Access Center), Community, and Government • Message Development tied to PSE Emergency Operations Center (EOC) conference calls every four hours (4 a.m. to 8 p.m) • Media Outreach • News Releases • In advance of drive-time and scheduled news casts and immediate response (more than 100 calls daily) • CEO ads and news conference • Web site updates (four+ times daily)

  41. Sharing Information – pse.com

  42. Sharing InformationWeb Hits on Service Alert Pages 120,000 100,000 80,000 Number of hits combined 60,000 40,000 20,000 0 14 15 16 17 18 19 20 21 22 23 24 25 December 2006

  43. Sharing Information • Community Outreach • EOCs – King County and State • CRMs – Counties and Cities • Shelters • Government Outreach • State – WUTC, Governor, Legislature • Federal – Delegation

  44. Employee Support • Hotel Accommodations • Shuttle from hotel for those requiring assistance • Meals provided during the entire storm duration • Other departments volunteered to assist the call center with customer and escalated calls • Security was provided for all essential and critical areas in the company • Chair massages, toiletries for hotel including some clothing. A coach and a counselor volunteered to help support our employees during this difficult time. (Access Center) • Gift wrap stations set up for holiday wrapping • Accommodated Holiday pre-planned activities

  45. Community Support • Many pictures and Thank you notes have been received by our departments