Penni McLeanConner

1

• Penni McLean-Conner
• NSTAR
• AGA/EEI Customer Service Conference
• April 11, 2006

2
There are some excellent, revolutionary ideas for
customer service.

• Call center operations
• Billing and payment
• Credit and collections
• Field services

3
Utility call centers are deploying new
technologies to better serve customers.

• Queuing systems
• Speech recognition
• Advanced computer telephony integration

4
Utility call centersare changing their culture.

• Focus on first call resolution
• Integrated performance management systems
• Call Center Quality Certification
• Soft skills training and coaching
• Computer based training

5
Utility billing and payment options are
increasing.

• Electronic billing and payment
• Foreign language and other specialty bills
• Billing integrated with energy management

6
Excellent utilities are reducing write-offs and
maintaining customer satisfaction

• Integrated behavioral score model
• Early out programs
• Sale of bad debt
• Early fraud identification
• Robust revenue protection strategy

7
Field service operations are increasing
efficiencies with technology.

• Automated meter reading
• Geographical positioning systems
• Route optimization tools
• Mobile data systems

8

• Penni McLean-Conner
• NSTAR
• AGA/EEI Customer Service Conference
• April 11, 2006