Thanks to high speed connections, 15 EPB Customer Service and Sales Advisors now help resolve customer needs from the comfort of home.
Thanks to high speed connections, 15 EPB Customer Service and Sales Advisors now help resolve customer needs from the comfort of home.
What does the 21st century workplace look like? It just might come with high tech tools, an anytime/anywhere network connection… and bunny slippers?
For 15 EPB CSSAs, the workplace of the future is present now, in their homes.
Like many customers throughout our service area, the advisors are connected to EPB Fi-Speed Internet, Fi TV video, and Fi Phone. But to help them do their jobs, they also have a dedicated and secure connection to our customer service systems, installed by our IT Department. So every incoming call receives the level of care, information, and attention that it deserves.
When a storm hits, power and communication lines are often a casualty of ice, high winds, and falling trees. And when lines go down, customers call in to EPB, to let us know.
Historically, during severe weather, supervisors would call in extra CSSAs to handle the additional calls, so customer wait times would be as short as possible. Sometimes, it could take an hour for these extra employees to navigate the streets and arrive at their desks downtown.
Now, thanks to the work from home program, these CSSAs can become first responders, and start handling calls immediately.
So on an ordinary afternoon or in the dark of a storm, in hard hats or slippers, we’re ready to help.