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PURA hearing probes Eversource customer-service metrics, Stella Connect reporting and contractor pay-for-performance
Summary
Eversource's customer panel told PURA it provided Stella Connect monthly scores but not a single final narrative report; the panel also detailed a five-tier pay-for-performance (PBR) contract with Alorica and discussed call-quality metrics, silent time and how missed-appointment fees are handled.
Connecticut’s utility regulator pressed Eversource witnesses on Oct. 12 about two interrelated customer-service issues: 1) the company’s reporting from the Stella Connect customer-feedback tool after the tool’s pilot ended, and 2) the new performance-based contract with call-center vendor Alorica that ties a portion of vendor pay to quality metrics.
Stella Connect: Eversource told PURA that its Stella Connect engagement produced per-employee, per-interaction star ratings and comment text but did not generate a single summarizing ‘‘final report’’ of the sort PURA staff had requested. Jared Lawrence, senior vice president and chief customer officer, and Tim McGrath, director of contact centers, explained they receive aggregated monthly and annual scores that are what leadership reviewed and that the vendor did not supply a bundled narrative or capstone report. The company said it can produce monthly rolls and…
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