Pepco call center earns ‘best-in-nation’ honors

WASHINGTON, June 12, 2002 — Potomac Electric Power Company’s new, state-of-the-art customer call center has been cited as among the best-in-the-nation by an industry trade publication.

Call Center Magazine presented its Best Call Center of the Year award to Pepco and 11 other companies last month at its annual awards meeting in Orlando, Fla. Among other companies honored were Empire Blue Cross and Blue Shield, Reliant Energy and Sprint.

The award recognizes call centers that demonstrated success in improving their operations, implementing technology, meeting customer service goals, reducing employee turnover and increasing productivity.

“The award is a tribute to our customer service representatives who have used the new technology and innovative changes in training to improve service to customers,” said Charles Dickerson, manager, Customer Operations Division. “Our people better understand the sensitivity needed in working with customers, especially in difficult times.”

In addition to revising training programs, Pepco installed new call- routing technology and a system capable of handling up to 100,000 calls an hour during emergencies.

Pepco is an investor-owned company that delivers electricity to more than 700,000 customers in Washington, D.C. and the Maryland suburbs. Through its family of subsidiaries, Pepco also operates in the competitive arenas of telecommunications and energy products and services in the mid- Atlantic region. More information about Pepco can be found at http://www.pepco.com .


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