Eversource 2006 Annual Report Download - page 13

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The expansion of the
Manchester Customer Service
Center in New Hampshire, to
be completed in 2007, will
renovate 19,000 square feet of
existing space, add 14,000
square feet of modern space,
and improve call capacity
to enhance customer and
employee satisfaction.
In 2006, NU answered more than 7 million
customer calls. That’s about 19,000 calls on a
typical business day – and the call rate can spike
to 10,000 calls an hour during major power
outages. To a concerned caller, we understand
that their call matters most.
To help ensure callers get the attention they
deserve, the Windsor Operations Center opened
in Windsor, Connecticut, in 2006. The new facility
was designed to support NU’s $83 million
Customer Services Integration (CSI) project,
which will enable us to continue to enhance
our day-to-day service capabilities and handle
increasedcall traffic during power outages.
Efficiently responding to all calls and inquiries,
and reaching out to customers with valuable
information and research, is part of NU’s service
commitment. And so the upcoming year will see
completion of the final phase of our four-year
CSI investment. An upgrade and expansion is
already under way at the Manchester, New
Hampshire, Customer Service Center. In
addition, we consolidated six centers into two.
Going forward, the Windsor and Manchester
locations will operate in tandem to support
allNU operating companies and our 2 million
customers. In the end, we expect to realize
several million dollars in annual savings.
When the CSI project is completed later in 2007,
anew customer information system and other
state-of-the-art call center technologies will be
online in the two customer service locations.
And tohelp ensure the highest level of service,
CSI team members chose the Windsor and
Manchester sites so they could easily retain the
talented employees.
In addition, we sponsored an education and
hiring program in partnership with the
Springfield, Massachusetts-based Urban League,
that has provided job opportunities to new
employees from the Springfield community.
The program is not only an investment in
developing a work force for the future, but it
also brings NU valuable new employees who
will contribute skills that support our dedication
to world-class customer service.
The CSI project gives NU more capability than
ever to treat every caller as unique – because
the difference in customer service often comes
down to the way a single phone call is handled.
CUSTOMER SERVICE THAT MAKES A DIFFERENCE
NU 2006 ANNUAL REPORT 11
7MILLION
PAPERLESS
TRANSACTIONS
In 2006, NU handled 7 million
electronic billing and payment
transactions, saving our
customers and the company
time, money and paper.