Utility contact centers are essential to the utility customer experience. Customers want fast, easy answers to their questions, and you need to meet these expectations. The E Source Contact Center Performance study compares contact center staffing and performance across utilities, giving you insight into how your organization and the industry serve customers. It’s open to US and Canadian utilities.
Our survey results help you understand contact center performance in these areas:
- Agent staffing
- Agent interactions by channel
- Key performance indicators (KPIs)
- Contact center operations
What you get
All participants receive an executive summary and webinar of results, highlighting key insights and trends. Participating members of the E Source Customer Service Operations subscription also get:
- Access to best-practice reports, webinars, and networking events
- A personalized summary data review with an E Source expert (upon request)
If your utility doesn’t subscribe to Customer Service Operations but wants the full set of deliverables, please contact us.
Participation
If you’d like to participate in this survey, please fill out the form below. We’ll reach out to you when we’re ready to launch the survey. We need a point of contact who can gather and provide contact center operation and evaluation metrics. We may limit participation based on your utility’s customer count.
Methodology
E Source periodically collects data from electric and gas utilities in the US and Canada. A set of base metrics, developed with E Source expertise and member utility input, guides the survey questions.
Study results
If you’re a subscriber, these links will take you to the study deliverables. If you’re not currently a subscriber, contact us for information on how to become an E Source member.