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Penni McLeanConner

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Penni McLeanConner – PowerPoint PPT presentation

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Title: 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
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