New York State Electric and Gas customers in upstate New York will soon be treated to an improved customer service experience thanks to a collaboration between Johnson City, N.Y., Local 10 and the utility company.
“This program will ensure that each representative is equipped to assist the customer with the necessary skills during the call and not transfer or delay the process because they haven’t been properly trained on how to handle it,” Local 10 Business Manager Roman Cefali said. “It encourages trust and confidence for that customer to call just one time versus several.”
The pilot program, which began in January, was created through a collaboration with NYSEG and Local 10 call center members. The company, which provides power to over 1 million customers covering roughly 40% of upstate New York, had been getting a high number of customer complaints about their call center experience, citing the amount of time they were on hold or how many times they were transferred.
“Ensuring satisfaction among our customers is one of NYSEG’s highest priorities,” said Patricia Nilsen, president and CEO of the utility. “Customers, reasonably so, are frustrated having to repeat the same information multiple times to different people. This new training program will reduce the number of transfers, among other goals, so that customers can get their questions answered quicker and easier.”
The program consists of two three-month phases. The first provides classroom education on topics including billing, move-ins and move-outs, and credit and collections. It also integrates on-the-job training with support from trainers, supervisors and experienced staff.
In the second phase, trainees graduate to the call center floor for supervised “nesting,” where they are shown how to handle a variety of calls without the need to transfer the customer. Instead, they work with their supervisors and training group to find solutions, thereby building up confidence and competence.
At the end of their six months, the representatives receive an appraisal, and if it’s satisfactory, a wage increase. At the 12-month mark and upon passing, they’ll receive another wage increase and will be considered fully qualified. Monthly reviews with trainers, management and Local 10 are also scheduled to address any concerns and tweak the process as appropriate.
The pilot training, in addition to improving the skills of the representatives, takes less time to complete than the customary 18-month onboarding.
“In addition to saving time, the pilot provides them with information to pursue other areas of the company sooner, should they want to,” Cefali said.
Just over 50 employees have entered the program, which recently brought in its third cohort.
Local 10 has been involved in other programs at different areas of the utility, but this is the first for its call center members, Cefali said. In total, the local represents approximately 1,600 members in various roles including lineworker, gas, field personnel, energy control center, utility construction and maintenance, system protection and control, and customer service.
“This collaboration reflects the strength of our unity with NYSEG and our combined support for the betterment of our members,” Cefali said.
