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Call Center Operations Workshop

May 3-4, 2007

Charlotte NC

 

Handouts from this Workshop

Denise Moye

Flip Chart Notes

News Release

 

About This Workshop

This workshop was sponsored by the Call Center Interest Group Steering Committee, based on feedback from the attendees of the Call Center Round Table during the 2006 SGA CRM Conference.

Going forward, the Committee will host workshops like these from time to time as interest level dictates.

Announcement-Print Version

 

More Information About the Call Center Operations Interst Group

Call Center Operations Interest Group

 

Workshop Facilitators

  • Claire Taylor, Piedmont Natural Gas Co.
  • Christopher Gagliano, Alagasco
  • Nelson Britt, PSNC Energy, a SCANA Co.

 

Workshop Discussion Outline

Contact Center Metrics

  • Key Statistics
  • Reporting Software
  • Dashboards
  • Service levels- what are people measuring and how is it reported? 

Staffing/Recruiting/Training/Retention

  • PUC/PSC Requirements
  • Recruiting Ideas/Programs
  • Staffing Issues and Success Stories
  • Training and Nesting Programs

Quality Service

  • Monitoring Software
  • Quality Service Assessments
  • First Call Resolution
  • Rep. Objectives
  • Point of service surveys (CSRs or Web)

Performance and Incentives

  • Rep. Performance Objectives
  • Incentive Programs

  

Peak (Winter) Relief/Assistance

  • Internal Resources to Assist with Calls During Peak Call Volumes
  • Home Agents
  • Temporaries
  • Outsourcing

 

Tours Included in this Workshop

  • Piedmont Natural Gas
  • PSNC Energy, a SCANA Co.
  • Tour of a call center in the Charlotte area that is not a utility (but have similar operations)

 

SGA contact

Mike Grubb (mgrubb@southerngas.org)