San Francisco, CA, USA, Aug 30, 2017 -- Pacific Gas and Electric Company (PG&E) announced that its Contact Center’s non-emergency hours of operation will change on October 1, 2017 in order to provide better service to its customers, without compromising safety.
"By reallocating existing call center resources to more concentrated hours, we will provide our customers with improved service and shorter hold times during the periods of highest call volume. PG&E will continue to provide 24/7 availability for emergencies and our self-service channels are always available," said Laurie Giammona, senior vice president and chief customer officer at PG&E.
In 2016, 93 percent of PG&E’s non-emergency calls occurred within the new business hours. In addition, 74 percent of all customer inquiries were self-service transactions completed through PG&E’s interactive voice response (IVR) services and online via pge.com. With the increased resources during the busiest hours, PG&E expects to see a significant improvement in calls answered within 60 seconds.
Effective October 1, 2017, the non-emergency Hours of Operation will be:
7am-9pm: Regular business hours
8am-6pm: Regular business hours
Sunday and After Hours:
24/7 Availability for Emergencies
Automated customer service and emergency calls are available 24/7
The new hours of operation will align more closely with the times our customers call us. Customers will receive at least 30 days’ notice of the change in business hours.
Posted by Veronica Silva Cusi, news correspondent
Date Posted: Friday, September 1, 2017
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