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 firstname.lastname@example.org. We appreciate and value your feedback.