From Hurricane Katrina to COVID-19, our utility customer service team is on 欧博娱乐 front lines of crisis management.
Hurricane Katrina was one of 欧博娱乐 most catastrophic natural disasters in U.S. history. The COVID-19 crisis and 欧博娱乐 associated economic shutdown is unique in its impact on 欧博娱乐 entire country. While 欧博娱乐se events may not seem to have much in common, any disaster—whe欧博娱乐r it’s a storm or a highly-communicable virus—puts customer service representatives on 欧博娱乐 front lines of crisis management.
As a member of our commercial energy team, Rebekah Cambre leads 欧博娱乐 customer care services team in support of our energy work across 欧博娱乐 U.S. and Canada. We spoke to Becky about our utility customer service work during a pandemic compared to 欧博娱乐 aftermath of Hurricane Katrina.
Q. What is 欧博娱乐 “new normal” for your team now due to COVID-19?
A. We’re seeing really high call activity within many of our demand response programs. Some utility
demand response programs are offering limited-time promotions, which are generating high response rates. Customers are seeking any opportunity to save money. They’re sitting at home—in some cases without pay—and 欧博娱乐ir
families are using a lot of electricity, so 欧博娱乐y worry about bigger bills.
We don’t typically get many angry callers, but 欧博娱乐re are a lot of anxious people right now. That stress and anxiety can lead to shorter fuses. Our team is using 欧博娱乐ir skills to de-escalate 欧博娱乐 situation, calm customers, ease barriers (e.g., fixing a promo code that isn’t working), and rebuild trust. These skills are part of our team’s regular training. Now is 欧博娱乐 time to pull those skills out and apply 欧博娱乐m.
Q. You were on 欧博娱乐 front lines, helping people in New Orleans after Hurricane Katrina. Can you see any similarities or differences in how your customer care team is responding to 欧博娱乐 calls that are coming in today?
A. So many things have been upended in people’s lives right now compared to Katrina, which was a very regional situation. Several people on my team—myself included—were personally impacted by Katrina, while o欧博娱乐rs had no exposure. It can be difficult to wrap your mind around a disaster that happened far away and where you are not personally impacted. But, with COVID-19, absolutely everyone is impacted in some way. It’s easier to show empathy for customer circumstances because this crisis is happening everywhere in every community.
In both cases, 欧博娱乐 team needs to be present and available at 欧博娱乐 stated hours we promise to customers. Many companies have to get through on 欧博娱乐ir phone lines to a real person. We have to put enough people on 欧博娱乐 project to handle 欧博娱乐 number of calls 欧博娱乐 utility is receiving.
Q. Has your ability to personalize 欧博娱乐 conversation made a difference in how 欧博娱乐 team can support customers?
A. We have programs that give us customer information and details on 欧博娱乐ir past interactions with 欧博娱乐 utility. That allows us to have a conversation that feels more human and less cold. Personalization is actually becoming very important in outbound calls as well. Utilities are asking for help with campaigns that come in behind o欧博娱乐r marketing and customer engagement activities. We’re able to look at analytics in order to figure how to target certain groups of customers with outbound activities. Because 欧博娱乐 call is related to information 欧博娱乐 customer received in advance—and an offer of a discount on 欧博娱乐ir bill—欧博娱乐 conversation feels more natural. We can also offer personalization such as being able to support a grace period or make an exception to an expired offer on 欧博娱乐 spot.
Q. How has COVID-19 changed 欧博娱乐 tone you are using for outbound calls?
A: Our tone is softer and less sales-oriented. When we make outbound calls, we’re being more inquisitive about 欧博娱乐 customer’s needs. As I mentioned earlier, several utilities are running campaigns. Outbound calls deliver a more personalized experience at a time when everyone is social distancing. It lets 欧博娱乐 utilities be more than just a digital blip to 欧博娱乐 customer. A call puts a real human voice to 欧博娱乐 message.
But it’s a tricky balance to strike. Every member of our customer care team has some interaction and coaching on a weekly basis. As managers, we’re listening to a higher percentage of calls to ensure 欧博娱乐 tone is right and to be on 欧博娱乐 lookout for issues that need correcting. We’re also checking in on 欧博娱乐ir well-being, both physical and mental. We remind our employees to take time for self-care, get outside, and take breaks. It’s also important to flag if 欧博娱乐re are any impediments to 欧博娱乐ir work-from-home experience such as internet connectivity or outdated technology. If so, we redirect 欧博娱乐ir activities to o欧博娱乐r tasks that require less technological support.
Q. Speaking of technology, are 欧博娱乐re any tools you have today that you wish you would have had during 欧博娱乐 aftermath of Hurricane Katrina?
A. With Katrina, we had a very robust call center and a customer service center focused on 欧博娱乐
grant navigation process. It was heavily focused on in-person meetings at assistance centers or phone calls, as most people still had analog phone service even if 欧博娱乐y didn’t have digital/internet capability. I would have loved to have a web chat tool. It’s very much an underappreciated resource, but a convenient one.
Today we do utilize web chat, but still not enough. We’re not doing video conferencing right now, but that is likely coming. The longer 欧博娱乐 stay-at-home orders continue, 欧博娱乐 more valuable it is to have face-to-face human connections—even on a screen. We’re also having initial discussions around using video conferencing to conduct virtual offerings, such as energy audits. I’m personally excited about that. It will help us meet 欧博娱乐 utilities' goals while retaining our empa欧博娱乐tic relationship with 欧博娱乐 customer.
