At Gas South, it’s our mission to provide the best customer service in the industry. That’s why, about a year ago, we decided to bring our customer care operations in-house.  We hired 100 of the best customer service agents and set about the task of making our already best-in-class service even better.

A year later, I’m proud to report that our commitment has proved to be a smashing success.  For example, since “insourcing” our call center:

- We have seen a 40 percent decrease in escalated calls.

- Customers are now getting the answers they need with a single call 98 percent of the time.

- Annual agent turnover rate has plunged from 35 percent before the change to less than 13 percent today.

In early May, Gas South held a party at our Marietta call center to celebrate these achievements and mark the first anniversary. It was an opportunity to thank the customer care team for their dedication and hard work.

Over the past year, we have invested a significant amount of resources into our customer care operations. We launched an online customer care team to handle inquiries via chat and email, improved our quality assurance process and developed seasonal training courses to ensure that agents provide timely information to customers.  All of these changes have served to empower our call center employees. They’re now even better able to assist our customers with any questions they may have.

It’s all part of Gas South’s commitment to provide the best natural gas service in Georgia.  And we appreciate hearing from our customers about how we are doing.  Send us an email at tellgassouth@gas-south.com.  We appreciate and value your feedback.

As we move further into the Holiday Season, we just wanted to take a moment to wish you and yours a safe and enjoyable Holiday. Thank you for choosing Gas South as your natural gas provider, we look forward to serving you in 2013.

In our last quarterly newsletter, I invited our customers to send in suggestions to our Facebook page, on Twitter and through email to help us improve our customer service. The top three ideas would each be awarded $100 of natural gas for free. We received lots of great entries and we thank all of you that participated in this contest. I’m very pleased to announce that, after much deliberation, we have chosen our three winners!

Congratulations to Vera Clark, Jo-Ellen Catto and Brian Genter on their excellent suggestions!

- Vera suggested we offer the opportunity to donate to those in need through our monthly bills.

- Jo-Ellen would like us to extend more offers and promotions to areas outside Metro Atlanta.

- Brian wants to see more energy saving tips in our customer communications.

We will be taking their ideas and putting them into action over the next few months so keep an eye out! So what’s your favorite suggestion?  Let us know in the comments!

Fall is here and it’s time for back to school, football season and colder temperatures! The coming of the chillier weather also brings Gas South’s busiest time, the heating season. We want to make sure that we are fully prepared to provide you with the best customer service, so we’ve made a few changes which we think will make things easier:

-We have extended our Customer Care Center hours and you can now reach us anytime between 7 a.m. and 8 p.m. Monday through Friday, and between 8 a.m. and 5 p.m. on Saturdays.

-We’ve hired additional employees to our local customer care team to handle the increased call volumes we experience around this time of year.

-We’ve updated our online options to help us respond to your emails within 4 business hours.

-We will start offering a live chat option on our website for customers who do not want to call, but have a question on their account.

We hope that these changes will help ease you through the heating season. Don’t forget to make sure your natural gas service is prepared for the coming months. When the temperatures start dropping, we are ready to BRING THE HEAT™!

What’s your favorite part about the changing of the season?

Here at Gas South, we have always taken great pride in being actively involved in enriching the communities we serve.  Beyond simply providing natural gas, our employees have always worked hard to ensure that we are actively engaged in helping our local neighborhoods grow stronger.  We work hard to inform and interact with our customers online through social media outlets, like Facebook and Twitter and now through our brand new blog, The Hot Spot.

Thank You

First, I wanted to personally thank you for making Gas South the fastest growing natural gas provider in Georgia. We are a company that cares about our customers and we appreciate you choosing Gas South for your natural gas needs.

The Hot Spot

Our hope is that this blog will become a place to get to know our company from the inside out and to learn more about how we can work together to make this community great.  You’ll be hearing from multiple employees here at Gas South on numerous subjects, from area events to special discounts to energy saving tips and more.  We want to provide information that will educate and entertain our customers and we feel that this is a great way to further establish a conversation.  So, keep an eye out for more content to come and, as will always be the case with our posts, let us know your thoughts.