Utility Contact Center Average Speed For Answering Calls

The average speed for answering calls was up in Fiscal Years 2009 and 2010 due to Customer Service Representatives focusing on one-call resolutions, thus avoiding repeat calls by customers. In addition, the Utility Contact Center has rolled out several campaign initiatives over the past few years to promote conservation programs. Explaining those products and benefits takes extra time.
Organization: City of Austin
Last updated: 2020-11-12T13:35:14.831678
Tags: austin-energy, call-center, contact-center, customer-care, customer-service, electric, recycling, resource-recovery, trash, water