Posts Tagged ‘customer service’

Aug
27
2015
3:06 pm

Allconnect and Gas South Celebrate 50,000th Transfer

Last week we celebrated the transfer of Gas South’s 50,000th call to Allconnect. To recognize the milestone, Allconnect representatives presented Gas South with a plaque and brought tasty treats for our Customer Care Center staff.

Allconnect is a leader in connecting consumers with essential home services. Since 2007, Allconnect has provided Gas South customers with a one-stop resource to receive personalized assistance with the selection and purchase of home services. Gas South customers who call to transfer or establish service have the opportunity to speak with an Allconnect home service advisor, who reviews the numerous home services options specifically available at their new address, including satellite TV, cable TV, Internet, phone and home security systems. After discussing the plans, promotions and bundles available, the advisor then takes the order and schedules installation, providing end-to-end service.

“We are pleased to be able to reach this milestone with Gas South,” said Sam Howe, Allconnect CEO. “It’s exciting to be a part of their success and we look forward to celebrating the next 50,000 transfers.”

Allconnect has been an excellent partner to Gas South for many years. We can’t thank both companies’ reps enough for their hard work and dedication to reach 50,000 calls.

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May
14
2013
2:55 pm

Providing better customer care

 

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.

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Sep
26
2012
10:47 am

Customer Service Contest Winners Announced

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!

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