Duquesne Light, which provides electricity to a half million customers in southeastern Pennsylvania, operates a Customer Service and Collections Call Center in Pittsburgh. As part of an initiative to improve the service it was providing its customers, Duquesne selected PowerHouse to perform an Operational Assessment of its Call Center. The desired outcome was a set of recommendations for realigning its service and collection operations to meet the needs of the business. During the engagement, PowerHouse identified a number of organizational and operational improvements in such areas as workforce management, quality assurance, training, systems management, and organizational structure.
KeySpan Energy, a large gas and electric utility serving customers in New York and New England, engaged PowerHouse to assist in developing a telecommunications infrastructure strategy for its Call Centers. We assisted KeySpan to define and develop a means for upgrading their four very disparate Call Centers into a single platform utilizing VoIP for connectivity between all four locations. The result was the creation of a virtual Call Center.
Pacific Gas and Electric
Pacific Gas and Electric operated a Customer Support Call Center that operated on out-of-date PBX technology. PowerHouse collaborated with the Customer Support team to develop system design and specifications to upgrade the existing ACD. Design specifications were incorporated into an RFP and submitted to appropriate vendors. The project culminated with a recommendation to replace existing Call Center technology with a Siemens Hicom 300 Model 80 PBX with Resume Routing ACD functionality.