Utility Customer Service Leading a Change
Published on April 24, 2025
Have you ever felt frustration when your call goes unanswered when you need customer service? Time seems to stretch for every minute that goes by the all-to-familiar hold music. Our team at the Utility Customer Service has undergone a major transformation with the integration of the Genesys Cloud phone system, significantly improving efficiency and customer satisfaction.
Traditional phone systems known as hard lines were the standard way to do business for decades. Phone banks ring endlessly in call centers waiting for the next available person to pick up. The longer they waited, the likelihood of encountering an upset customer increased with every minute. These long wait times in the UTC queue would last up to 45 minutes at peak times, leading to customer dissatisfaction, with nearly half hanging up in defeat. Employee turnover rate also hit 40%, well above industry standards in call centers.
The implementation of Genesys Cloud introduced Voice-over-IP (VoIP) technology, streamlining the call-handling process. Calls are now automatically routed based on the type of inquiry, ensuring that customers are connected to the right representatives. A new call-back feature also holds a customer's place in line, reducing frustration and significantly improving overall satisfaction.
"This upgrade has had a profound and immediate impact," said Amy Sessions, UCS Division Manager. "By enhancing our efficiency, we are serving more customers effectively while improving both customer and employee satisfaction."
The Genesys Cloud system also enhances internal operations by providing real-time adherence monitoring, call volume analysis, and staffing evaluations. Now, 21 personnel have access to system-wide insights, allowing for improved resource management. As a result, call response times have dropped from over 45 minutes to an average of just 10 seconds, and nearly 98% of calls are now answered. The abandoned call rate has plummeted to just 3%.
Beyond customer satisfaction, the upgrade has also benefited employees. The streamlined workflow and improved efficiency have led to a near complete elimination of turnover, exemplifying a testament to the positive impact of the new system.
This improvement is a game-changer in reshaping the department's reputation and setting a new standard for customer service. With continued refinements, Clearwater aims to further enhance its service model, ensuring a more efficient and responsive experience for residents.