Utilities Call Center Making a Difference in the Time of COVID-19

About the Program

Category: Community and Economic Development (Best in Category)

Year: 2021

For Chesterfield County’s Department of Utilities’ Billing/Customer Service Section’s call center, the year of 2020 has been an adjustment period where, without choice, changes occurred in our working environment. The workplace changed most significantly for the call center group. They went from being in the office and greeting customers five days a week to working-from-home, or teleworking. Although each of the customer service representatives is teleworking, we allow one person to come into the office once a week on a rotating basis. The staff delivers consistent, excellent customer service by applying the best practices and learning habits that have been emphasized in our workplace culture. As challenging as it might be for everyone, this new work environment has become part of our current culture and it has given us the confidence to know we can meet future challenges.The goal of every call center customer service representative is to give each customer a pleasant customer service experience by creating an innovative service package that results in higher levels of customer satisfaction. One of the most important factors that attributes to customer satisfaction is for every employee to understand the strategic direction of the organization, and how they contribute to achieving our strategic goals and objectives. To deliver service excellence in our call center, we have focused on helping customers understand that our strategic long-term goal is that we are here to help them, especially during a pandemic. We are fully trained to answer their inquiries and concerns. We are establishing a good rapport with continuous communication not only with our customers, but with our employees as well. We praise those employees that provide exceptional customer service even in these times of uncertainty.