Though exposure to weather extremes and unforeseen events will always remain a possibility for a utility like PowerSouth, threats from predictable sources—specifically, challenges by legal and regulatory interests—have been mitigated thanks to Avtec, VPI, and Avaya.
Immediately after installation of the new components, PowerSouth noted a dramatic improvement in the quality and reliability of recording telephone and radio communications at its Customer Response Center and Control Center.
Employees and executives feel reassured that they are protected from exposure to liability issues and are able to maintain the highest levels of customer satisfaction—with a measurable boost to their performance and productivity.
“Communications [between customers and] the service center must follow a strict protocol that has been developed to assure their safety,” said Jenkins. “We can now make sure the protocol is being followed. customer care managers now have tools to assure accuracy and fair resolution of customer issues or concerns.”
“The quality and value of our overall services improved and we’ve been complimented by auditors, as well,” Jenkins added.
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