ready to render assistance to the caller). An acknowledgement that the consumer is on the line does not constitute an answer. call center performance for the years 2007 through 2011 using the three CPA’s measures monitored by PUC-BCS is shown on Exhibit VII-2. It is important that all three statistics be considered together as telephone access for the consumer may not be accurately portrayed by the individual statistics. The Company has maintained an average Busy-Out Rate rounded to 0% for the period and improved its Call Abandonment Rate performance from 2008-2011. CPA has shown a minor deterioration in its percentage of Calls Answered within 30 Seconds over the 2009 to 2011 period. Exhibit VII 2 – Columbia Gas of Pennsylvania, Inc. Call Center Performance For the Years 2007 - 2011 Call Abandonment % of Calls Answered Year Busy-Out Rate Rate within 30 Seconds 2007 0% 3% 74% 2008 0% 5% 69% 2009 0% 2% 82% 2010 0% 2% 80% 2011 0% 2% 77% Source: 2007-2011 PUC-BCS Customer Service Performance Reports During the past six years (i.e., 2007 2012) the following changes have been – made to enhance performance at the Customer Contact Center: Contact Plus - This is an improved method of rating and scoring quality assurance that is competency based and uses customer friendly phrasing for the CSRs. This was implemented in July 2009 and was revised/updated in July 2012. Customer Payment Vendor - A new customer payment vendor was introduced that granted the option for customers to make payments by credit card. This was implemented in March 2011. VSIST - A new front end application was developed which allows CSRs to follow a script format throughout certain call types. This type of technology also implements check points to ensure all data has been gathered and processed. This was implemented in February 2011 and was revised/updated in August 2012. Smart Forms - These are customer required forms and letters developed for auto population with the required information. CSRs no longer have to craft
ready to render assistance to the caller). An acknowledgement that the consumer is on the line does not constitute an answer. CPA’s call center performance for the years 2007 through 2011 using the three measures monitored by PUC-BCS is shown on Exhibit VII-2. It is important that all three statistics be considered together as telephone access for the consumer may not be accurately portrayed by the individual statistics. The Company has maintained an average Busy-Out Rate rounded to 0% for the period and improved its Call Abandonment Rate performance from 2008-2011. CPA has shown a minor deterioration in its percentage of Calls Answered within 30 Seconds over the 2009 to 2011 period. Exhibit VII – 2 Columbia Gas of Pennsylvania, Inc. Call Center Performance For the Years 2007 - 2011 Year Busy-Out Rate Call Abandonment Rate % of Calls Answered within 30 Seconds 2007 0% 3% 74% 2008 0% 5% 69% 2009 0% 2% 82% 2010 0% 2% 80% 2011 0% 2% 77% Source: 2007-2011 PUC-BCS Customer Service Performance Reports During the past six years (i.e., 2007 – 2012) the following changes have been made to enhance performance at the Customer Contact Center: Contact Plus - This is an improved method of rating and scoring quality assurance that is competency based and uses customer friendly phrasing for the CSRs. This was implemented in July 2009 and was revised/updated in July 2012. Customer Payment Vendor - A new customer payment vendor was introduced that granted the option for customers to make payments by credit card. This was implemented in March 2011. VSIST - A new front end application was developed which allows CSRs to follow a script format throughout certain call types. This type of technology also implements check points to ensure all data has been gathered and processed. This was implemented in February 2011 and was revised/updated in August 2012. Smart Forms - These are customer required forms and letters developed for auto population with the required information. CSRs no longer have to craft
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