Please register now for the next in the series of monthly webinars conducted by AEGIS Loss Control - Emergency Call Handling - which will be held on Wednesday, September 2, from 1:00 pm to 2:00 pm, Eastern Daylight Time.
The majority of calls received by customer service representatives (CSRs) at a utility call center involve the usual, routine, but none-the-less important questions about billing issues, payment arrangements, new service requests, disconnects, or general questions regarding utility service. But it’s that one call that a CSR must always be prepared for – and it doesn’t happen very often – a call regarding an emergency situation. When an emergency call comes in, the questions a CSR asks, the information and advice the CSR provides to the caller, and the CSR’s interaction with the dispatcher to send a first responder to the location can make the difference between a successful or a tragic outcome.
Callers who contact utility call centers to report potential electric and natural gas emergencies expect to receive accurate information and guidance regarding situations that appear unusual or dangerous, such as downed electrical conductors or leaking natural gas. It is important for CSRs to handle the calls properly, understand what callers are describing, obtain accurate information, and offer advice to protect life and property.
This webinar will be presented by Kayla Dillard-Arneson, Customer Service Training Specialist, at Minnesota Power. Kayla will discuss how Minnesota Power and Superior Water, Light and Power ensure that their CSRs are trained and prepared to handle emergency calls.