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Customer Contact Centers
CSG operates five Customer Contact Centers, including a national center in Fall River, Massachusetts. Additional centers are located across the U.S. including: Portland, Oregon; Victorville, California; Peoria, Illinois; and Nashville, Tennessee.
Often as the first point of customer contact, CSG strives to ensure that customers reach someone who understands the program details and can assist promptly. Every member of the team completes extensive training for multiple programs before answering the first call.
Our Contact Centers have 85 active toll-free numbers, serving 25 different programs and supporting multiple subsets. They are equipped with the latest technology, including:
- Reporter Real Time, which provides moment-to-moment statistics
- Reporter Pro, which provides historical statistics
- Oaisys Call Tracer, a call recording application
- Tele-Interpreter, a 24-hour a day translation service with 170 languages
- KeySurvey Software
- Service Skills, an online customer service training library
- Various tools for performance monitoring
In addition to large-scale program support, Contact Centers are actively involved in the Oil Heat Efficiency Program, New Bedford andChelseaCommunity Mobilization Initiatives, and an NSTAR Community Outreach Pilot (all in Massachusetts); the Nashville Weatherization Assistance Training Project, and the State of Tennessee’s Energy Efficiency Appliance Rebate Program; Navigant Consulting, Inc.’s PECO Energy and American Electric Power Outreach Measure & Verification Projects; and the Portland Water Audit (Oregon).
Why Is Customer Care Important to Our Clients?
Our Customer Contact Centers are an important resource to partners and clients, because we offer the highest level of trained customer care professionals. Our employees must meet required service levels and performance standards and are monitored via call recording, side jacking, and silent monitoring. This means your customers will receive excellent service by trained professionals who understand the minute details of each project and can quickly respond to their needs in a professional and helpful manner.
Contact centers are responsible for coordinating contractors, partners, and other network trade allies and coordinating with CSG’s internal operational and marketing teams. This includes everything from scheduling appointments to fielding questions about a particular program or marketing initiative.
Our representatives also provide ongoing recommendations and suggestions for improving our process and sharing customer feedback so that CSG can continually improve our service. Our large-scale operation has extended operating hours and the ability to redirect inbound calls to other centers if call volume is too high and wait times would exceed our service level agreement.
Facts & Statistics
Our Contact Center received nearly 200,000 calls, with an 89 percent answer rate, in 2009. In 2010, call volume increased by more than 170 percent while answer rate held steady.
Here are just a few examples of CSG’s measurable success:
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