ATLANTA, June 10, 2004 (PRIMEZONE) -- North America's electric and natural gas companies have worked diligently to improve customer service metrics in recent years, but the emphasis for many has turned from one of an internal focus to a more external drive that includes factors such as first-call resolution and average speed of answer -- benchmarks that impact customer satisfaction.
Executive orders to improve customer satisfaction scores coupled with increasing consumer expectations and regulatory scrutiny have converged to place new pressures on utility customer service and call center leaders. As a result, a new importance has been placed on lowering customer service levels in the utility industry, and a recent survey conducted by Chartwell found that among the top customer service challenges for utilities is improving service performance.
Benchmarks in Utility Call Center and Customer Service Performance is a new research report based on recent surveys conducted by Chartwell, an Atlanta-based research and publishing firm. The report offers both benchmarks and case studies on utility customer service levels -- with a focus on call center performance -- and advice on how electric and gas providers can get those levels in line with other utilities as well as other industries.
Case studies are also included, providing readers a real-life look at how utilities have addressed their customer service performance with both training and technology.
Benchmarks in Utility Call Center and Customer Service Performance also offers an exclusive listing of regulatory requirements for customer contact performance based on surveys of all 50 state regulatory commissions.
Benchmarks in Utility Call Center and Customer Service Performance is part of the Chartwell Customer Care Research Series and is available for $350. It can be purchased at Chartwell's Energy Library (http://www.energylibrary.com), which hosts Chartwell's vast collection of research reports and utility periodicals. Users can go to the site, register and find the customer service category link to purchase Benchmarks in Utility Call Center and Customer Service Performance or view a free table of contents and additional information. Member companies can download the report as part of their membership service.
For information on becoming a series member, please call Juli Collins at (404) 237-9099. Press contact: Dennis Smith, (404) 237-9099.