A Veteran's Perspective on UI's Customer Service

Having been part of the Customer Service team at UI for almost 17 years — first as a customer service representative (CSR) and now as a working lead — there are few things more important in my work than providing customers with accurate, timely information. In my experience, everyone at UI is totally invested in delivering superior service.

Overwhelming Positive Feedback

Every month, UI's Customer Service managers present CSRs with data and feedback from customers, including customer satisfaction scores, quality scores, and post-call surveys. By far, most feedback is overwhelmingly positive, reflecting our commitment to being there for our customers.

Unexpected Criticism from OCC and EOE

We were stunned when the Office of Consumer Counsel (OCC) and PURA's Office of Education, Outreach and Enforcement (EOE) publicly criticized our Customer Service organization during UI's rate case. They urged PURA to penalize UI for "continued inadequate Customer Service performance," claiming we treat it as an "afterthought" and demonstrate indifference.

OCC used the word "fail" almost two dozen times in their brief, which I find deeply offensive as a union vice president and team member.

Evidence Based on Cherry-Picked Calls

Both parties based their arguments on cherry-picked calls from a vendor UI no longer uses, sampling only a tiny fraction (0.00002%) of the approximately 600,000 calls we handle annually. This ignores the broader context and improvements we've made.

Significant Improvements and Rigorous Training

UI's Customer Service organization has worked hard to enhance operations over the last two years. We answer calls well within the 90-second target approved by PURA, thanks to a rigorous, multi-stage training process for new CSRs. This includes classroom work, quizzes, tests, and a six-month period with supervisors for on-the-spot corrections and call-backs.

The Peer Mentor Program: A Key Innovation

One of the best recent additions is the Peer Mentor program, where tenured, high-performing CSRs mentor newer classes. This program fosters mutual trust and respect, enabling better customer service, and is expanding with increased quality assurance monitoring.

Hope for Fair Recognition

Despite the biased language in the intervenors' briefs, I hope PURA recognizes the integral role of customer service at UI and our ongoing efforts to improve, rather than focusing on politicized arguments.