InterWeave Releases Utility Call Center Benchmarking Study
TAMPA, Fla. (Business Wire EON/PRWEB ) August 1, 2008 --
Kimberly King,
president of InterWeave,
a Tampa performance
management consulting firm, has just released the 2008
benchmarking study of 105 utilities. Focused to helping companies WOW
their customers, the purpose of this study was to assess how WOW
the utility industry is. After randomly selecting a sample of investor
owned, cooperatives, and municipalities, King attempted 5 calls into
each utility call center to assess the level of customer service and
efficiency. All calls were recorded and then evaluated against 23
behavioral criteria to identify how these utilities stacked up. “I
was surprised by the results,” states King. “On
a scale of 0 – 100%, the highest score was 60%
with an average of only 46.1%.” This means
that fewer than 11 of the standards were achieved on the average call.
According to King’s research, 51.8% of the
calls were answered with the company name, 9.2% of the representatives
used a warm and friendly tone and 10.1% thanked her for calling.
What does this research tell us? “These
behaviors drive critical customer perceptions. I was simply calling as a
potential home buyer wanting average utility usage. But if I were an
upset customer or someone who couldn’t pay my
bill, these behaviors would be even more important to me. If I don’t
feel respected or valued, I would potentially call back again, ask to
speak with a supervisor or file a complaint with the Public Service
Commission.” All of these actions cost the
utility money. As a company leader, executives have an obligation to
identify strategies to be more cost effective. This study reveals a
solid sampling of the opportunities that utilities have to be more
efficient and more focused to customer satisfaction. The full study
includes 83 pages of the research results. The real power behind this
study is the 100 audio examples of the recorded calls. “Listen
for yourself and then determine whether you’re
WOWed.” For only $149, this complete study
on CD-ROM can be purchased from InterWeave at www.interweavecorp.com.
About InterWeave: Headquartered in Tampa, Florida, InterWeave
provides training and consulting to utilities, as well as companies in
the insurance, telecommunications, and financial services industries.
Kimberly King speaks at conferences worldwide with the focus of creating WOW
customer experiences.
See the original story at: http://eon.businesswire.com/releases/interweave/study/prweb1162834.htm
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