New Training for Emergency Call Handling at Electric Utility Call Centers
In response to several recent claims involving the way emergency calls from the public are handled by call center representatives (CSRs), AEGIS Loss Control is pleased to introduce a new, virtual one-hour training presentation for CSRs that focuses on improving the utility’s emergency call handling procedures and practices. The presentation emphasizes the importance of following company call handling procedures while providing the precautionary safety advice essential to protecting life and property from electric utility hazards.
The presentation is the newest addition to our Focused Services℠ program. It draws on our call center risk assessments, which review and examine the key components of emergency call handling operations and provide advice regarding their effectiveness from a public safety and risk management perspective. In the past 10 years, 140 suggestions have been made through the risk assessment process to help improve safety advice offered to callers. The majority of the suggestions have related to the handling of downed overhead power lines.
While most daily calls to CSRs are about billing issues, payment arrangements, new services and disconnects, there are sometimes emergency calls regarding downed overhead power lines or other hazards involving the electric system. Generally, as the first point of company contact for these emergency calls, the CSR must be ready to listen to the caller and, once they’ve understood the situation, respond with the proper safety advice. It is imperative that the CSR capture all pertinent information so that the utility’s troubleshooter can respond appropriately. It is also essential that the CSR follow established company emergency call handling scripts and procedures as well as the process for entering the caller’s reporting details into the company’s data entry system for appropriate follow-up.
The topics of the Electric Call Center Emergency Call Handling Training & Safety Presentation include:
Discussion of the types of emergencies the CSR may encounter
Discussion of the emergency call process
Review of electric claims involving call centers
An AEGIS Lessons Learned© video featuring two electric contact incidents
Role-playing different types of trouble calls
The presentation, which generally lasts an hour, is currently offered virtually. It can be scheduled at your convenience during the workday to accommodate call center staffing needs. The presentation is available at no charge to AEGIS members with electric operations.
The AEGIS Lessons Learned© video can be previewed here: A Call for Help
Following a recent virtual Electric Call Center Emergency Call Handling Training & Safety Presentation, an AEGIS member company employee offered her thoughts on the value of the presentation.
“Thank you for providing the safety presentations to our Customer Service group last week. The benefit of having an expert discuss results from unfortunate incidents is immensely valuable to ensure call agents understand the impact of their job duties on customers and the utility. I believe the staff was engaged and learned from the question and answer segment, as well as role playing. We look forward to future presentations as part of our ongoing training for call agents.”
Customer Service Manager
Brownsville Public Utilities Board
For more information, please contact Scot Macomber, Vice President of Loss Control Utility Operations, by e-mail or phone at 201.508.2739, or your designated Loss Control Senior Electric Utility Professional.
About Quick Tips
We send Quick Tips to the managers and operational professionals on our e-mail list, but please feel free to forward this to others in your organization who you feel may benefit. We would be pleased to add their names to the distribution list. Just let us know at email@example.com.