Call Center Roundtable

September 13-15, 2009

The Call Center Roundtable is part of the Annual Customer Solutions Conference.

 

Hyatt Regency Tamaya

1300 Tuyuna Trail

Albuquerque, NM 87004

 

2009 Chairmen

• Nelson Britt, PSNC Energy, a SCANA Co. nbritt@scana.com
• Keith Napier, Piedmont Natural Gas keith.napier@piedmontng.com

 

Contribute to the Discussions

This is your meeting!  Weigh in with the Roundtable Chairs and offer additional topics for discussion. 

 

2009 Call Center Roundtable

Monday, September 14, 2009

10:00 - 11:45 am

Roundtable Breakout Session: Moderated by Nelson Britt and Keith Napier

The Economy - How is it impacting your business?

• Customers:
  • Attitudes and Perceptions
  • Anger
  • Suicide Threats
  • Job Loss
  • Non-pays and slow pays
  • Intervention with company representatives
• CSR's:
  • Stress related to customer and employee financial and personal issues
  • Acts of violence at work:
    • Customers
    • Employees
    • Public
  • Dealing with distressed customers and employees
    • Signs of employee attitudes
    • Recognition of changes in behavior
    • Recognition of critical situations and responses
    • Suicide response training
    • Violence response training

Employee Performance

• Key Measurement for Employee Performance
• What is being measured? 
• Accuracy
• Quality
• Quantity
• Time utilization and efficiencies
• Attendance
• Motivation Measurement and Discipline of Frontline employees
• Improving Front line performance
• Delivering quality service
• New Businesses that are adding work and stress to CSR’s
• Protection plans, service care, lighting services, credit cards, appliances, etc
• Classifying customers for service levels

3:00 - 4:30 pm

Roundtable Breakout Session: Moderated by Nelson Britt and Keith Naper

Technology

• Adapting your call center to a changing environment – technology – customer expectations
  • How do you customers want to communicate with you?
    • Direct - Representative
    • Cell phone/i-Phone/Blackberry
    • On-line
    • Computer
  • “E” responses
  • 24 hours capabilities
  • What type of communication and text is main stream and what is a passing fad?
  • Acceptable documentation
• AMR/AMI
• What are we doing to capitalize on the systems that are installed?
• Values
  • Information
  • Real time data
•  Customer Service aspects
• What is possible with this technology?

Cost Savings

• What activities are being eliminated without reducing customer service?
• How do you reduce costs without compromising service?
• Employee Work Schedules
  • Flex-hours
  • Flex-weeks
  • Flex-months
• Home-based CSR’s
• Most efficient use of resources
• Full time training for part time employees
• Technology Applications

Compliance

• Federal Fair and Accurate Credit Transaction Act
  • May 1, 2009 Effective Date
  • Compliance Plans
  • Documentation

Sponsored By

Call Center Interest Group Steering Committee

 

More Information About This Interest Group

Call Center Operations Interest Group

 

SGA Staff Liaison

 

Randy Randolph (rrandolph@southerngas.org)

 

This page last updated on August 10, 2009