HomeMy WebLinkAbout9 After Hours Call Service Agenda Item ####
I:R
TRUCKEE 111111
UtilityPublic District
Staff Report
To: Board of Directors
From: Mary Chapman, Administrative Services Manager
Date: October 14,2005
Subject: Discussion of possible establishment of a new after hours call answering service
Attached is some information for you to review on Cooperative Response Center (CRC). CRC provides after
hours or 24/7 answering and dispatch services to utilities. Dan Otteson will be here to describe their company
and the services that they offer. CRC is a cooperative much like NISC who provides all of the District's billing
and accounting software and support services. Dan came to our offices earlier this year and made a
presentation to the staff which included Peter,department heads,superintendents and customer services staff.
The staff has been discussing for some time the need to improve our after hours call handling. It has become
more difficult to provide quality customer service during outages. Because most of our linemen now live outside
of Truckee, several of our key employees who manage the outages live outside of Truckee and the advent of
answering machines have all contributed to the downfall of the quality of customer service we have been
accustomed to provide over many years. It can take anywhere from 1/2 hour to 2 hours for anyone to get into the
office to help during an outage; and still, we are overwhelmed with phone calls especially in major widespread
outages. Travel time and weather conditions contribute to this problem. In the meantime, customers keep
calling to let us know that their power is out.
• Page 1
CRC '
Cooperative Response Center,Inc.
Northam Office Southern office
March 8, 2005 zoc-o Sth Streec NW ieg713 RankinAw, North
Avscin,MN 5012 rhmlap,TN 737
Mary Chapman Phonr 507-437-24co Phone.W-949-373c
Faxjo7-437-'-ogc Fas 4z3-949-8Soo
Truckee-Donner PliD
11570 Donner Pass Road
PO Box 309
Truckee CA 96160
Mary Chapman,
Thank you for visiting the Cooperative Response Center, Inc. (CRC) display in San Diego at Tech
Advantage 2005, Enclosed is more detailed information about our service. By the time you receive this
letter and folder, I have probably contacted you or have at least attempted to contact you via the phone.
CRC members indicate that joining CRC, a service cooperative, is one of the best decisions they have
made in recent years, noticeably improving their customers' level of satisfaction. The reality of a business
relationship with CRC is clear - by combining human and technological resources, CRC's members and
associate members have developed levels of service far beyond what they could offer individually, or
even through another contact center services provider. Partnering with CRC allows a business
organization to enhance its customer service efforts by offering all-day/every day support. This
eliminates the need of having to hire, schedule and retain the appropriate staff, or to invest in rapidly
changing information technology and telecommunications services. CRC really becomes an extension of
your business.
Once you've had the opportunity look over this material, you'll likely have several questions as to the
costs, phone transfer methods, operating systems interfacing, means of crew dispatch, data transfer, etc.
If or when we determine that CRC is a viable option for your utility, we can take one or more of the
following steps:
• 1 can visit your office and present CRC's services to your staff and/or board of directors
• We can set up a web-demo to explain our services in detail
• You can visit CRC at our headquarters in Austin, Minnesota, or our southern facility in Dunlap,
Tennessee.
Once you've reviewed the enclosed material, please contact me at (800) 892-1578, extension 2137, or
danottesonLii)cre,c000 . I'd be delighted to discuss with you how CRC can assist you in finding a solution
that works best for you,your colleagues, and customers. I look forward to working with you.
4 Sincerely,
Dan Otteson
National Sales Representative
Enclosures
F Focusing on the Hunan Side of TechnologyO
CRC
Cary�erntine Respmiae Cerzhr,
OUR VISION
CRC will consistently exceed member expectations by being the
highest quality, best value contact call center and central station in the
energy cooperative and security industries_
OUR MISSION
CRC is a leading,values-based customer contact center and central station
which enhances the services of its members throughout the li.S. by focusing
on the human side of technology.
OUR VALUES
Member-Driven Service Excellence Fiscal Responsibility
Employee-Focused Communication Community Involvement
Innovation Continuous Improvement Teamwork
OVERVIEW
By focusing on the human side of technology', CRC has merged the benefits
of personalized service with the efficiencies provided by technologically
advanced computer and telephony systems. We provide customer contact
center and central station alarm monitoring solutions that reflect our
members' desire for transparent best-in-class service.
HISTORY
CRC is a nationwide cooperatively owned and operated 24(7 call center and
central station. Founded in rggz, CRC has steadily increased the size and {
scope of its operation with offices in Austin,Minnesota and Dunlap,
Tennessee. By combining resources, CRC's members have developed
levels of service far beyond what they could offer individually
SERVICES&TECHNOLOGY
By focusing on the human side of technology, CRC has merged the benefits
of personalized service with the efficiencies and cost savings of technologi-
cally advanced computer and telephony systems. CRC's support systems are
continually updated to satisfy stringent customer and technological require-
ments. CRC's products and services include the following:
•Customer Contact Center
Energy Dispatch, Customer Care
•Central Alarm Monitoring Station
•FirstCall' Medical Monitoring, FirstCall"Security Monitoring
•CRCLink"e-Communications Software
d-
SPECIALIZED TRAINING
CRC pays special attention to its recruitment, hiring, training and
retention strategies for best-of-class customer service. Trainers provide
X new Customer Service Representatives(CSRs)with over too hours of educa-
tion in initial industry background and contact/mom toting center training.
Our dedicated Quality&Member Services Coordinator evaluates each CSR's
performance monthly through call monitoring, and utilizes industry-specific
grading criteria. If necessary, additional training and coaching is provided.
CRC stresses career growth opportunities by providing a comprehensive pay
and fringe benefits program including incentive compensation and pay-for-
performanceimerit-based-salary adjustments.
CEVC
Coop,.h've Rrspmn Cexhr,h,r
ENERGY DISPATCH
CRC'.' ErivfY;,y Gi_,3o3tCt7 „JN1C85 CQrY Ntr,t, i,;;10, r'G iSf + „ t ,:rt` i 7.1f/C:iiio -
foi /ftlities. CgInblood With GUY OyPeriCrICOC/dtt r ry _iorai c, ev 0 o, c f rG i 'S
10 f&On_ CRC iilowS MOr O°yuLj, €G('7+ , c'a n , .'ir,' /,{i , . C+i rdri G")USY
r
Sf,;gr als CiJfiing outages, S afsiyo io,y/dc o''�t sSUt7 c .:��.G 0 a<`r0E Jt 00S tP6r2
quickly.
OUTBOUND CREW DISPATCH
Dispatchers follow specific procedures when grouping outage tickets and notifying an
on-call crew. As necessary, dispatchers will contact additional crew,relay additional or
priority outages, and notify emergency personnel. CRC voice and data communication
with crews include cellular, telephonelradio interconnect,and voice/data-paging
capabilities. In the event of widespread outages, dispatchers have the ability to record a
customized announcement listing all affected areas,which provides consumers quick
access to up-to-date information regarding outage statuses.
DIRECT CREW CHECKdN
Dedicated toll free crew check-in telephone numbers route directly to CRC's professional
dispatching team, a highly trained subset of the overall Customer Service
Representative(CSR) staff.
CUSTOMER CARE
CPC> Cus,Iomer
7R Wr- t j i78r ,t)„, v J
✓o t, 4ccc'r-7r it c , r
rt7L; 'Z3r trCaPt07;.--:
ELECTRIC UTILITIES
CRC supports a wide variety of electric related calls, such as power outages,partial power
situations,emergency information(i.e., broken pole,live wires, fire, life support), account
balance inquiries,disconnected accounts, and other general member service program
questions. Outage and message call tickets are immediately transferred by internee/FTP
based communication or by fax to the utility's personnel for dispatch or other follow-up.
PROPANE AND NATURAL GAS
Because of the emergency nature of propane or natural gas teaks, CRC follows a detailed
verification process to determine the urgency of calls, alerts callers to certain dangers
related to the situation,and immediately dispatches listed repair personnel. In addition,
• CRC meets the drug and alcohol testing requirements established for natural gas call
answering by the Department of Transportation.
DIRECT BROADCAST SATELLITE(DBS)and DIRECTV
With immediate, high-speed access to NRTC and DireCTV, CRC provides
comprehensive programming and troubleshooting support for subscribers. Our dedicated
CSRs are trained to order pay-per-view events, change programming, answer billing
questions, set-up new service, disconnect service, and provide basic troubleshooting.
DIVERSIFIED SERVICES
In addition to supporting energy and telecommunications industries, CRC provides
general customer care for other applications as needed. CRC is also equipped to perform
outbound customer satisfaction and market research surveys, as well as outbound Phone
Notification System (PNS) messages for specific calls, such as planned outages,
disconnect notices, load control notification,general announcements,and more.
CRC '
Cooperfame Response Center,Im
HIGH VOLUME TELECOMMUNICATIONS NETWORK
An organization is able to route a portion of, or all of their customer calls to CRC.Three
commonly used call routing options include:basic call forwarding;AT&T advanced toll-free
routing(which seamlessly transfers between terminating calls at the utility and CRC's net-
work) or, publishing a new toll-free number which terminates solely on CRCs network.
w CRCs advanced telecommunications network is comprised of multiple T1 lines for inbound
and outbound voice and data traffic—virtually eliminating busy signals. Integrated Services
Digital Network(ISDN) features provide Automatic Number Identification(ANI},which
lists the originating telephone number and allows CRC to immediately match the incoming
caller to their current account information.
INTEGRATED CUSTOMER INFORMATION SYSTEMS
Integrated customer information provides CRC with access to callers'current account infor-
mation.This access increases customer service by offering 24-hour continuous support for
account problems or inquiries. Customer information is updated by new databases being for-
warded to CRC on a regularly scheduled basis. If a real-time update is desired, CRC can
electronically communicate with an organization's remote database over the Internet.
:. ., Interface templates are standard for communicating with organizations served by customer
information providers such as the National Information Solutions Cooperative (NISC) and
Southeastern Data Cooperative (SEDC. s
COMPREHENSIVE CALL HANDLING
CRCs outstanding contact center services are driven by live customer service representatives
(CSRs), Interactive Voice Response (IVR) technology; and data communications over the
Internet or telephone. Callers are initially greeted with a brief custom announcement,which
"•*� identifies the organization's name. Depending on the level of call volume and number of '
calls in queue, callers are either routed directly to a CSR for immediate response,or given f
the option to process their call in the IVR system. (CRCs telephone systems provide
detailed call trafficking in order to manage the queue). Additional 'SR and supervisors,
managers, and directors are on-call 24-hours a day to complement CRCs scheduled staff
during a peak calling period. A CSR follows a verification process with each ticket to deter-
mine the level of urgency for documenting information, such as: emergency or life threaten-
ing situations, multiple or priority accounts, billing inquiries, etc. If the ticket requires dis-
patching, our dedicated dispatchers will process the outage tickets appropriately
t
DETAILED REPORTING TOOLS
A service ticket is generated for all calls handled by CRC that require follow-up for addi-
tional customer service, dispatching, or a return telephone call. Daily tickets and summary
reports include information for all call tickets generated by CRC All tickets are automati-
cally date and time stamped. Tickets can be customized with preferred data fields and can
be sorted. Tickers and summary reports are communicated electronically over the Internet
through CRCEink' or can be sent by fax or email. Outage ticket and report detail includes
outage and dispatch information with calls received or initiated,crew dispatched,outage
restoration, and cause code information.
5,.
M1.
Cooperative Response CeWf,r,hic,
CFIGLink", a proprietary f
outage and message ca ti information frorn CPC to '16',
an interface between a customers information systern ,ir(, CRGs lcca !,3Fao, '
facilitate electronic comMUniCatiOn, outage ana!ysis, an!d rep,_,(t
USER-FRIENDLY TROUBLE TICKET GENERATION
CRCLink' is a single user,or networkable,32-Bit Windows application written with Microsoft
Visual Fox Pro. It is a user-friendly tool for quickly accessing consumer account information,
posting account/event notes,as well as entering outage and message tickets.
CUSTOMIZABLE INFORMATION PAGES ENHANCE CUSTOMER SERVICE
Information pages can be created and customized in CRCLink' for sales, service,procedures and
general information. In addition, staff contact information is easily accessible for users when
needing to relay information.
DETAILED OUTAGE REPORTING BASED ON CONNECTIVITY
Outage tickets for electric utilities are summarized and sorted based on system connectivity
information. Connectivity information can be as simple or detailed as necessary. Information
is also date and time stamped in CRCLink'.
SEAMLESS INTEGRATION WITH updates for all consumers from SEDC to
INFORMATION SYSTEMS CRCLink'
CRCLink'can be installed as either a single PC • Receiving billing disconnect updates from
or nc,`worklicense. which alfows interfece w4h SEDC to CRCLink`
existing information systems. This connection - Recin
can be utilized for inittal cusiorner ser vice cah I ving accounts receivable information
for a single consumer from SEDC to
handling or setup for basic r=porting PLi1-,0CSe5, CRCLink'
The scHware has an open database arciWec-
lure (ODBC compliant) and can coinawaicale MILSOFT INTERFACE
data sean7lessfy with other applications ovLr '-',e CRCLink"can automatically pass outage informa-
Internet at near re-ai-time customizible intenvals, tion into Milsoft's outage management system,
Interface programming has been written ov DisSPatch. The interface
CRC and the fallowing infiornriarlorr syster-1 includes the following transaction:
providers to facilitate electronic common jtbn •Transferring new outage call information
of consumer and outage infonuatior,: (account number, date/time) from CRCLink
to DisSPatch to create outage detail
• NATIONAL INFORMATION SOLUTIONS In addition, through Milsoft's standard export,
COOPERATIVE(NISC)INTERFACE its engineering an model c be imported into
NISC has created both an automatic and manual
CRCLink',providing connectivity information
process for updating CRCLink'with the latest for outage calls.
i
consumer information. The automatic process s
an add-on feature available through NISC and it APPLIED TECHNOLOGY
provides seamless integration of CRCLink' and SOLUTIONS(ATS)INTERFACE
NISC consumer data.The manual process exports The automatic interface With ATS is a one-way IP-
the data to a file which CRCLink'can then based communication link that includes the
import. NISC and CRC have also jointly created following transaction:
an automatic,one-way outage interface. This
-Transferring new outage call information
interface currently includes the following transac-
(account number,date/time) from CRCLink'
tion: to ATS, to create outage detail
•Transferring new outage information
(account number,datehime) from CRCLink' 0 AUTOMATIC METER READING(AMR)
to NISC, to create outage tickets SYSTEMS-OUTAGE REPORTING
CRCLink'is capable of intercepting an ASCII
• SOUTHEASTERN DATA COOPERATIVE text file generated by the followingautomated
(SEDC) INTERFACE
meter reading devices,which provides power out-
The automatic interface with SEDC is a two-way age information:
IP-based communication link and includes the fol- - NRTC Util-Link
lowing transactions: - Itron DCI Sentry
•Transferring new outage call information - American Innovations AIM
(account number, date/time) from CRCLink'
across to SEDC to create outage detail CUSTOM INTERFACES
• Receiving general file maintenance
CRC can also design and implement custom
information(member address, telephone,etc.) interfaces based on your needs.
Cooperative Response center,Joe
At CRC, we are pleased to provide contact center services
to nearly 200 electric utilities across the United States.As a Cooperative,
we value these relations and work extremely hard to provide exceotienal 6ervk,el
WHAT OTHER C04)PS HAVE TO SAY ABOUT CRC:
"CRC is one of the most effective tools ever developed by, and for, the electric cooperative industry. It's a
great example of the power of cooperation among cooperatives."
Minnesota Valley Cooperative Light& Power, Montevideo, MN
Pat Carruth, General Manager
"Central Electric Cooperative(CEC) is committed to providing quality service to our members 24 hours, 7
days a week. CRC has assisted CEC with meeting this goal, taking informing calls and providing dispatch
services in the evening,weekends, and holidays. A critical element to making a decision to partner with CRC
was that communication with our members would be seamless(between GEC and CRC),and that CRC be
viewed as an extension of CEC. We place an extremely high value on quality member service and CRC has
successfully met the expectations of CEC. Staffing an office for a swing or graveyard shift can be very diffi-
cult, and CRC has provided a cost effective solution."
Central Electric Cooperative, Redmond, OR
Dave Markham, Chief Operating Officer
"We have been pleased with the call center services offered by CRC. In my opinion, the key to your success
r is that CRC employees are trained and managed using the same`Cooperative'philosophy as Southwest
Arkansas EC employees.You have given us the ability to extend our member friendly services. When one of
our members uses CRC, they are talking to a Co-op employee."
.Y.
Southwest Arkansas Electric Cooperative, Texarkana, AR
Wayne Whitaker, General Manager
"Member frustration occurs whenever the power is off When the member constantly gets a busy signal when
trying to report an outage, that frustration multiples. Before we started using CRC for our after hours outage
dispatching, I received numerous complaints each week following outages which had just been restored.
Since we started using CRC, member complaints have ceased concerning our phone answering process. CRC
offers a very cost effective and efficient alternative to in-house after hours phone answering and outage dis-
patching services. CRC employees who answer the phones are courteous, professional, and help bolster the
image of the cooperative with their caring attitudes.
Nueces Electric Cooperative, Robstown, TX
John Sims, Executive Manager
"Prior to joining CRC,Tri-County Electric Cooperative had its own in-house dispatchers to answer the tele-
phone and dispatch the appropriate person or crew. ...Since these employees were not superhuman, the serv-
ice to our members was not improved by having our own after hours dispatchers—only the costs to the mem-
bers rose.The move to CRC provided: t) more than one person to answer the telephone after hours; z) mem-
bers received better service since CRC has the ability to adjust the number of personnel available based on
weather and needs;3) no need to have employees return to office to answer telephones during an outage;4)
Tri-County did not have to purchase additional telephone equipment for Caller ID and audio call handling
during high volume periods;S) total cost of providing after hours service was greatly reduced, which resulted
in lower costs to the member."
Tri-County Electric Cooperative, Hooker OK
Jack Perkins, Chief Executive Officer
Members, Associate Members and
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1 Fa 3. Lake y Fran Water AsamaeHon(1/03) 1 BlueCoo Rings SanneMC s 1. BARC Electric CoperaHve(4/Ode
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5 South Han[ueky RECC p/03) 4 Roanoke Online Gam) 3. Comapre Ner,ElrrcCm umpancrds,Sp)
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4. Illinois RurElsticsCopeptor,(11/92) t�Fo>t Islands Elecirfc Copeatve(219) 2. Dakota Alarm(tiN3) y
6, All Electric
Elastics Cb Coopxrarwe(11 J2) ' P e Ca =.S i in arw Power 8 1Jgnf Company(3/94)
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8, Shelby
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8, Ne f R ssmaaMs lid(iPot) I Avow'Y 12.MalwaLocap Me60a REC(t'9J) 11
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10.United REMC RV9(EARN)
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r� 19_Rdoe Eleetrlo Cooperatve(10182)
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10.Meekar Cpmerative Light 8Power(1 Pow 2, Codes ElectricElected
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12.Minnesota Valley Erratic Cmperative(etg3) 4. To-County ElecMc Cooperative(1019) 23.5eenin Rivers Energy($/Dd)
24_St Croix Etectrk Con m atvm(i 112)
25.Tice C.,Inc.(ZJ02)