In a recent government meeting, officials discussed the implementation of a new call center system aimed at improving customer service and reducing wait times for callers. The system is designed to automatically manage call backs, allowing customers to retain their position in the queue without needing to stay on the line. This feature is expected to significantly enhance the customer experience by providing more accurate wait time data and enabling staff to respond more effectively during peak periods.

Officials highlighted the importance of data collection, stating that the new system will allow them to analyze call patterns, including peak times and common issues raised by customers. This data-driven approach is anticipated to facilitate better planning and resource allocation, ultimately leading to improved service delivery.

Training for staff on the new system is set to begin shortly after approval, with an estimated timeline of 90 days for full implementation. Supervisors have already undergone training to ensure they can effectively guide their teams through the transition. The meeting also addressed the need for ongoing support and training for new employees, with officials indicating they would explore options for extended assistance from the system provider.

Concerns were raised about language accessibility, with officials acknowledging the current limitations in language support and committing to address this issue in future hiring practices. The discussion underscored the importance of customer service representatives (CSRs) in shaping the public's perception of the utility, with a call for more direct feedback from these frontline workers to identify areas for improvement.

Overall, the meeting reflected a proactive approach to enhancing customer service through technology and staff engagement, with officials expressing optimism about the potential benefits of the new system for both customers and employees.