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News : El Paso Water Experiences High Volume of Calls, Offers $17 an Hour to Staff Call Center

#contactcenterworld

El Paso, TX, USA, July 13, 2022 -- Many El Paso Water customers are hanging up before they are able to speak with a customer service representative, according to to call logs.

Data from El Paso Water showed the abandoned calls in May and part of June were due to long wait times.

The utility explained staff shortages are affecting the amount of calls representatives are actually able to answer.

The call logs for the months of May and part of June showed the utility received more than 1,000 calls a day.

However, many of those calls went unanswered, with several customers hanging up after waiting for an average of nearly 30 minutes.

According to the data from El Paso Water, there were less than 20 employees working at the call center in May and June.

Marcela Navarrete, the vice president of strategic financial and management services for El Paso Water said the utility is aware of the issue.

The call logs for May show there were an average of 17 employees manning the call center, which received more than 27,110 calls that month.

Of those calls, 13,624 were answered and 13,486 were abandoned by the customer after an average of 28 minutes of waiting.

Navarrete explained, "we have anywhere from 15 to 17 call takers at any given point in time, which is about half of what we should have answering our customer phone calls."

Navarrete said there is also an increase in calls, likely due to the utility's new online portal, which updated its 20-year-old billing system and gave all El Paso Water customers a new account number.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://kfoxtv.com


Today's Tip of the Day - Utilize Time & Money Saving Tools

Read today's tip or listen to it on podcast.

Published: Thursday, July 14, 2022

Printer Friendly Version Printer friendly version

2024 Buyers Guide Telecoms

 
1.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

2.) 
PRILINK

Demarc Network Traffic Monitor
A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.

3.) 
Scopserv Integrated Services

ScopTEL IP PBX
The ScopTel IP PBX solution is a distributed software application
that can be installed on both virtual and physical servers, thus
offering a multitude of architectural designs from premise-based
servers to a centralized data center (DC) hosted WAN
environment. The application is distributed as an ISO which
includes the customized Linux operating system

4.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
 

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