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Flint Energies is an electric cooperative located in central Georgia
that is owned and controlled by its members. Flint Energies is one of 42
Georgia electric cooperatives that serve over one million consumers in
71% of Georgia's land area and in 150 of its 159 counties.
Flint is one of the top 25 electric cooperatives in the nation with
assets over $140 million and more than 5,200 miles of distribution
lines. They serve more than 63,000 electric meters in sixteen counties.
The Business Need
Flint Energies desired to move from an obsolete, unstable phone
system to a state-of-the-art, distributed call center spanning six
locations up to thirty miles apart and integrating multiple telephony
technologies to provide outstanding customer service while reducing
costs.
The Global Solution
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Implemented a six-node distributed telephone system with
survivable remote units. |
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Implemented a distributed call center with specialists taking
calls at their desks. |
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Provided a mechanism for operating department managers to view
call center statistics for the calls coming to their departments. |
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Implemented geographic and skills based routing that directs calls
to the specialists best able to answer the consumer's need with
backup specialists available to ensure high customer service. |
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Reconfigured Flint's Systems Operations Center to improve call
handling and customer service during emergency electrical outage
conditions that cause extremely high call volumes. |
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Linked the distributed nodes via a private microwave network. |
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Implemented Interactive Voice Response (IVR) unit for multiple
types of customer inquiries and feedback to speed customer response
and reduce costs. |
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Implemented Computer Telephony Integration (CTI) to improve and
personalize customer service. |
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Reduced the number of switchboard operators by half while speeding
the flow of customer calls. |
What Flint Energy Has Said About Us
"Prior to our implementation, Flint transferred nearly 50% of
every call received in an attempt to connect our customer with the best
available agent. Phone call volume was growing at a rate that required
three fulltime operators just to process the incoming traffic. Today,
Flint uses one fulltime operator and less than 8% of the calls are
transferred internally. The Flint business philosophy calls for 1) no
busy signals during the regular workday, 2) no incessantly ringing
phones, and 3) the ability to answer up to 1800 simultaneous calls per
hour during outages. Customers are better served and Flint’s staff
becomes flexible to any changes in the customer call volumes.
The Global solution is not only well-designed, but effectively
installed, trained and profitably handling customers 24 hours per day,
even when the call center is not staffed. Flint has become a model phone
installation in the rural electric cooperative field."
Jimmy Autry
Manager of Marketing
Flint Energies
Visit the Flint Energies web site at: www.flintenergies.Com
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