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Multi-Utility Call Centers:
Challenges and Opportunities
Mike Rudolph
System Operations Supervisor
Wright-Hennepin Electric
Challenges of setting up a Call Center
• IT Challenges
– Establishing live computer connections
– Incoming phone call routing
– Updating Database information

• Personnel Challenges
– Finding qualified people
– Establishing training programs
Challenges of setting up a Call Center
• Business Challenges
– Finding/keeping customers
– Calculating reasonable rate increases
– Establishing/maintaining effective lines of
communication with customers
Rewards of a Call Center
• Financial Rewards
– Reduced cost per member for 24/7 dispatching for the
home co-op.

• Customer Service Rewards
– Better able to control the quality of customer service
received by one’s members.
– You can make it Burger King and have it your way—
not how someone else says it has to be done!
®

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IVR System Software: Multi-Utility Call Centers

  • 1. Multi-Utility Call Centers: Challenges and Opportunities Mike Rudolph System Operations Supervisor Wright-Hennepin Electric
  • 2. Challenges of setting up a Call Center • IT Challenges – Establishing live computer connections – Incoming phone call routing – Updating Database information • Personnel Challenges – Finding qualified people – Establishing training programs
  • 3. Challenges of setting up a Call Center • Business Challenges – Finding/keeping customers – Calculating reasonable rate increases – Establishing/maintaining effective lines of communication with customers
  • 4. Rewards of a Call Center • Financial Rewards – Reduced cost per member for 24/7 dispatching for the home co-op. • Customer Service Rewards – Better able to control the quality of customer service received by one’s members. – You can make it Burger King and have it your way— not how someone else says it has to be done! ®