After Hours & EmergencyCall Center Management:

@Home CSR’s

Jackson Energy Authority: One thing you can count on!

“I need”-

two of the most powerful words in the English language”Ken Blanchard

Teleworking: A Solution for Some Requires Critical Infrastructure

• Phone Capabilities• Communications Infrastructure• IT Support

Requires Motivated Workforce• Additional Computers for @Home use• Responsible and trustworthy• Mature and Independent• Able to Accept Empowerment

Teleworking: AT JEA. A High Tech / High Touch Utility

JEA uses @Home CSR’s as Outage Coordinators available after hours to logon from home.

Ability to insert additional CSR’s as needed. Supervisory Staff are actively involved. At-Home CSR’s / Outage Coordinators are chosen with

geographic diversity in mind. Software deployed for ease of access & use

• Citrix• Remote Desktop solutions

Use Multiple Communications Mediums• Standard Dial up, ISDN and T1 lines• Broadband FTTH• Cable Modem• Satellite

“We will either find a way or make one.”Hannibal

“Don’t resist change, contribute to it.”Ken Blanchard

Communicate: Speak With One Voice, Even in Emergencies

Provide CSR / Outage Coordinators with tools to perform their job.

These tools are made to communicate up to the minute information to customers and field personnel.

Systems Dispatchers trigger initial escalation and notify supervisor

Supervisor coordinates future escalations and communicates updates to CSR’s / Outage Coordinators.

Marketing, Operations and Customer Service discuss the information needed by the customer and communicate the same message consistently.

“Perhaps your greatest weakness is not realizing your own power.”Ken Blanchard

Communicate expectations Customers have come to expect a voice on the

other end of the phone. Corporate culture has defined 95% ASA as goal to

maintain. @Home CSR’s assist to achieve both goals The only way to effectively deploy @Home CSR’s is

through maximization of technology.• Thin Client Applications for speed• Web Based applications for ease of use• Information capabilities that meet or exceed the

office environment.• Use tools that CSR’s use daily.

“We are what we repeatedly do. Excellence, then, is not an act but a habit.”Aristotle

Tools of a Teleworking CSR“Knowledge without enthusiasm is boring, but enthusiasm without knowledge is chaos.”Ken Blanchard

Erlang C Calculators for Empowered Decision Making

SLA%

Service Time (sec)

Calls per Hour

AHT (secs)

MaxWait (secs)

Enter parameters here --> 95% 7 215 120 30

# Agents # Trunks SLA% % Queued Aband'd UtilisationASA

(secs)

Queue Time

(secs)Average Queue

11 18 89% 14% 1% 65% 4 31 012 17 95% 7% 0% 60% 2 25 0

Answers are given here --> 13 17 98% 4% 0% 55% 1 21 014 17 99% 2% 0% 51% 0 18 015 17 100% 1% 0% 48% 0 15 016 17 100% 0% 0% 45% 0 14 017 17 100% 0% 0% 42% 0 12 018 18 100% 0% 0% 40% 0 11 019 19 100% 0% 0% 38% 0 10 020 20 100% 0% 0% 36% 0 9 0

“To get where you are going, you have to know where you are.” Ken Blanchard

Empowered CSR’s Deliver Results Call volumes peak during 1st 15-30 minutes of

outage at JEA. Once notified CSR’s can respond in 5-7 minutes. CSR knowledge reduces call duration which

maximizes workforce effectiveness. As accurate information diminishes, the likelihood

of call backs increase. Access to data allows everyone to review history

of calls as they occur. Outages aren’t your only business, CSR’s enable

business continuation.

“Competence isn’t enough if you don’t have the confidence to use it.” Ken Blanchard

The Effects of Knowledge

SLA%

Service Time (sec)

Calls per Hour

AHT (secs)

MaxWait (secs)

Enter parameters here --> 95% 7 215 30 30

# Agents # Trunks SLA% % Queued Aband'd UtilisationASA

(secs)

Queue Time

(secs)Average Queue

3 9 75% 35% 0% 60% 9 25 14 8 94% 13% 0% 45% 2 14 0

Answers are given here --> 5 8 99% 4% 0% 36% 0 9 06 8 100% 1% 0% 30% 0 7 07 8 100% 0% 0% 26% 0 6 08 8 100% 0% 0% 22% 0 5 09 9 100% 0% 0% 20% 0 4 0

10 10 100% 0% 0% 18% 0 4 011 11 100% 0% 0% 16% 0 3 012 12 100% 0% 0% 15% 0 3 0

Once employees see that what they do makes a difference to the organization and is valued they will perform at higher levels.Bob Nelson

High Tech / High Touch Utility Not the culture of all utilities. Some will use IVR, others will outsource

outage calls. Analysis is required to determine if

infrastructure will support and what typical outage profiles are present.

In the end, each utility has to decide what it’s customers expect and deliver it in the most cost effective manner possible.

For Jackson, TN customers, service is the cornerstone of business and customers expect a personal touch.

Appreciation is a wonderful thing: it makes what is excellent in others belong to us as well.”Voltaire

Questions? Contact:Sam Turnersturner@jaxenergy.com731-422-7284