Utility contact centers making strides in improving metrics, new Chartwell report details

Across North America, many utilities are finding success through efforts to enhance the customer contact experience by improving key performance metrics, Chartwell's latest report Contact Center Metrics 2012, reveals.

In particular, a number of utilities have achieved a reduction in call handle time, especially as hold times have decreased in recent years. And, while only approximately one-third of utilities are measuring first contact resolution, those tracking this metric are realizing a positive trend in results.

However, many utilities are also tasked with balancing meeting metrics goals while handling more complex customer interactions. Contact centers are facing some new challenges and opportunities as new technologies become more prevalent.

“As more utilities introduce advanced meters as well as accompanying programs, utility contact centers are charged with addressing more questions related to energy efficiency and usage,” says Chris Brennaman, research analyst for Chartwell. “These types of inquiries can certainly impact call handle time.”

Chartwell's Contact Center Metrics 2012 report is offered through Chartwell's Customer Care Research Service, which covers topics ranging from contact centers, bill presentment and payment, self-service channels, including Web- and mobile-based, credit and collections, outage management and customer satisfaction. Learn more about this research by contacting Doris Yon at 404.237.9099 ext. 29 or dyon@chartwellinc.com.


Based in Atlanta, Chartwell Inc. is a specialized information provider that helps utilities improve their customer experience and ultimately customer satisfaction. Chartwell publishes case studies, quantitative research and industry data, and hosts conferences and other events for utility professionals. For more information, visit www.chartwellinc.com.


Dennis Smith
404.237.9099 ext. 31

Chartwell Inc.

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