Contact Center Update REP Workshops December 2010
Oncor-Vertex Transition & Transformation Successfully transitioned to new service provider in February, staffing new center with 50 new agents and transformed to new technology July thru October Call-back Assist IVR Call Flow Improvements Outbound Dialer Post-Call Surveys Virtual hold queuing on the IVR During high ASA times the customer can choose to receive a call-back Implemented on Service Request line October 2010 Quick hits for IVR improvements Examples include hold music, messaging, call disposition reporting Implemented July 2010 Automated outbound messaging campaigns with interactive capability Enables agent predictive dialing campaigns such as non-match call-backs Utilized various times on AMS & Vegetation Mgmt Offered to customers in the IVR Enables the gathering of real time customer satisfaction levels Implemented on Service Request line for Callback Assist November 2010 2
Oncor-Vertex 2010 & 2011 Initiatives New technology enables many initiatives in 2010 and 2011 Text Messages Two-way SMS texts and emails for reporting outages & receiving service order updates Pilot with Oncor & Vertex employees mid November 2010 Target Customers mid December 2010 Chat Two-way chat capability via web Pilot to be identified Q1 2011 Targeted group are REPs More Live Agents During Major Storms Use agents at other Vertex remote sites mid December 2010 Capability for work-at-home agents 1 st Quarter 2010 Implement Oncor Storm Team of back office resources with technology enabled site in new building 1 st Quarter 2010 3
Oncor-Vertex Text Pilot Overview Functional Scope Service Order Scheduling, Closure and Cancellation Outage Reporting Outage Closure The customer contacts The customer Oncor believes the Oncor or Retailer experiences a power customer s power is Electric Provider for a outage and reports it to restored and clears the service order Oncor via text message ticket Information about a customer s service order is communicated via text message A confirmation message with the ticket # and ETOR is sent back to the customer via text message A closure message is sent to the customer via text message Please note: Service Orders included in pilot are move-out, re-read, switch, meter test, temporary disconnect and reconnect 4
Oncor-Vertex Text Pilot Overview Registration Portal Log In Page 5
Oncor-Vertex Text Pilot Overview Registration Portal Subscription Page 6
Oncor-Vertex Text Pilot Overview Text Commands Users will text commands to 66267 (Oncor) Available commands will be: out to report an outage stop to unsubscribe and stop receiving alerts help to see a brief help message 7
Oncor-Vertex 2010 & 2011 Initiatives New technology enables many initiatives in 2010 and 2011 Text Messages Two-way SMS texts and emails for reporting outages & receiving service order updates Pilot with Oncor & Vertex employees mid November 2010 Target Customers mid December 2010 Chat Two-way chat capability via web Pilot to be identified Q1 2011 Targeted group are REPs More Live Agents During Major Storms Use agents at other Vertex remote sites mid December 2010 Capability for work-at-home agents 1 st Quarter 2010 Implement Oncor Storm Team of back office resources with technology enabled site in new building 1 st Quarter 2010 8
Oncor-Vertex 2010 & 2011 Initiatives (continued) In addition to providing support for the Customer Experience initiatives and continued rollout and improvements of the Text program, focus will be on: Other Outage Improvements Non-Match Improvement Plan Additional Live Agents - Day 1 & Day 2 Facilitate Customer messaging during mid to major events (including IVR, outbound messaging, auto dialer, website & social media) Quality Management End to end process review including training & systems Quality review and calibration for calls and email Secret Shopper validations Relationship Building Oncor Stakeholders such as Field & REP Relations REPs thru deeper review of survey results & follow up on specifics for improvements 9