2015 AFFORDABLE ENERGY POLICY SUMMIT. The Customer Experience

Transcription

1 The Customer Experience

2 The Customer Experience

3 Austin Energy Call Center CUSTOMER SERVICES TDD: Toll-free: HOURS OF OPERATION Monday Friday 7am to 9pm Saturday 9am to 1pm COMMERICAL Monday Friday 7am to 6pm RESIDENTIAL COMMERICAL

4 Call Center Facts Call Center Representatives Total Representatives 121 Spanish Speaking 31 Average call wait time 241 seconds Average monthly calls handled 88,179 Calls handled for FY ,967 Call center peak day Mondays Top call volume contributors 1. Start/Stop Services 2. Payment Arrangements 3. Balance Inquiries 4. Power Outages

5 Interactive Voice Response Technology allowing automated communication Allows computer to interact with humans Use of voice and DTMF tones input via keypad IVR System Top Uses Pin Reset 11,581 Payment Centers Inquiry 731 Account Balance Inquiry 210,296 Make Payment 262,296

6 Training & Quality Quality Scorecard Regular Call Monitoring Training New Hire Training Nesting Weekly Huddles Continual Classroom Education Customer Satisfaction Survey

7 Correspondence Average s FY2014 Per Month 5,157 Total s FY ,721 Average Response Time 3 business hours Common Request Online registration troubleshooting Status of account Assistance paying bill Letter of Credit/Deposit waiver

8 Online Customer Care SELF SERVICES Start Service Stop Service Transfer Service Update Address Update Enroll in Green Choice Add an authorized 3 rd party Enroll in Budget Enroll in Auto Pay Enroll in E-bill View Bills and Payments View Usage Make Payments

9 Austin Energy App Overview of App: Web based app designed to educate you about how much your electricity costs are driven by your consumption. App Features Cost (Daily/Monthly) Forecast (Estimated bill amount) Saving Tips Rate Tier Alert (alert when going into the next rate tier) Download data (formatted spreadsheets to get usage) Efficiency Projects (Conservation) Current Customer Utilization approximately 11,000

10 Austin Energy App

11 Power Outages Online Storm System Interactive map of outages Restoration time Affected people Outage territory Contacting Austin Energy Power outage calls 24/7 Power Outage Calls FY ,331 Automated system Live person After-hours Assistance Austin 3-1-1

12 Austin Call Center CUSTOMER SERVICES TDD: HOURS OF OPERATION 24/7 (Including City Holidays) ADDRESS

13 Call Center Facts Overall service level for inbound lines = Average monthly calls handled = 83,671 Center ASA = 13 seconds Average phone/ staff = 70.1 Average monthly s handled = 390 Average SRs created monthly = 20,532 Top five call volume contributors by department 1. Police Department 2. Austin Resource Recovery 3. Animal Services Office 4. Neighboring Cities/Counties 5. Transportation Department

14 Training & Quality Training New Users 311 and Client Employees Standards Training changes and updates, on-going new events Job Aids Supervisor Communications Monitoring Quality 6 calls per month for each ambassador 2 point pre-quality scoring Ambassador, and Supervisor Calibration Sessions QA Auditing of calls Calibrations audit and reporting of data End-user-feedback process Investigate Valid/non valid Worked by command center Supervisor use for coaching purposes

15 Information Services Community Engagement COA Department Awareness Marketing, Branding, PSAs Communications, Internet

16 Smart Phone App Overview Austin Smart Phone App & Developer Platform The app went live in July, 2014 with 13 service request types Over 9,000 requests submitted through May, external developer approved to send and update requests Recognition Open Austin (Local civic tech group) used our App & Open Data efforts as the suggested guide for future city efforts in the May, 2015 Austin Technology & Telecommunications Commission Current 4+ star ratings on both itunes and Google Play Updates Two new request types were added in late 2014 Five new request types being added in June 2015

17 Questions?