Puget Sound EnergyImproves Service Using IVR
With the need to improve efficiency and increase customer satisfaction during its peak calling periods, Puget Sound Energy discovered that interactive voice response (IVR) systems are the ideal way to provide the service needed for its high-volume call center. “By reducing busy signals and providing immediate information to the caller,” said Wes Pitman, special projects manager, “the IVR system allowed us to answer three times the amount of calls we would have in a comparable storm last year.”
Puget Sound Energy turned to Periphonics (Bohemia, N.Y.) to implement the VPS/is systems to interface to its Rolm 9751 switch and IBM host. With the installation, the IVR system provided the technology that allows the caller a number of application options, one of which is the outage reporting system. If the customer chooses to report an outage, the system confirms the customer`s information and, if known, reports the cause of the outage. It also informs the caller on how many customers have reported the outage, the estimated number of customers out of power and the approximate time in which their power will be turned back on.
Other applications that are in final stages of implementation are outage call-back and customer account information. “As we think about how the IVR system can help us become more efficient, many future applications are being investigated,” said Pitman.