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Best Practices in Handling High-Bill Complaints
E SOURCE, February 2005, Pages: 13
Two case studies of highly regarded utilities demonstate best practice regarding high-bill complaints.
By looking at two call centers that performed well on high-bill complaint calls in recent benchmarking studies, Public Service Co. of New Mexico and Colorado Springs Utilities, this report presents utility managers, directors, and market research departments with creative options for managing high-bill complaint calls more effectively. We also look at ways to avoid these dreaded calls, because preventing them can save even more time, money, and frustration.
The silver lining: Smart prevention and complaint call resolution represent opportunities for call centers where reducing costs and raising customer satisfaction are imperatives.
- Allegheny Power
- Itron Inc.
- J.D. Power and Associates
- Public Service Co. of New Mexico
- Puget Sound Energy
- Colorado Springs Utilities