Staff & Training
The people who make up the CallNet team are our greatest resource. Everyone says this, but we put our money and our effort where our mouth is. In order to best serve our utility clients, we make sure every agent who answers a call knows your field, and is ready to answer the challenge. We have the hardware to prove it, too: we’ve won the Association of TeleServices International (ATSI) Award of Excellence each of the past twelve years, and the CAM-X Award of Excellence four years in a row. Here’s how we do it – and what you’ll get out of our staff and training.
Building a Knowledge Base
To put our agents in the best possible position to help you, we make sure they know their stuff. We train them in a number of different competencies, like:
- Skill in handling phone calls
- Dealing with people compassionately and professionally in all situations
- Understanding of utilities management, including common problems and solutions
- How to determine what is and isn’t a crisis situation
- The language of the utility industry
A new hire doesn’t take utility calls until thorough training is completed. Our agents learn the ropes from experts – experienced supervisors who train them on vocabulary and the details of exactly how electricity and water and gas reach your customers. We believe that training is a career-long process, and once an agent starts taking calls, they’re evaluated face-to-face regularly to ensure that our standards are being met. Our training process is second to none, and it’s how we make sure you get service that never misses a beat.
Becoming Part of Your Team
When one of your customers calls, our goal is to make sure your customer gets exactly the same level of service that your own staff would provide. Our agents represent your utility so seamlessly that your customers can be confident that their situation gets handled with concern and accuracy. That applies to our dispatchers as well – they become partners with your crew, from the precision of their dispatching to the consistency of their safety checks.
That’s because we do everything we can to be your team. We work with each and every one of our clients to learn about them and exactly what they need. We recognize that your utility’s concerns are unique, and we ask the right questions to create the experience you want your customers to have on every call. Your callers aren’t just faceless customers whose power is interrupted, or who have a water or gas leak. CallNet agents take many calls every day, but they know each caller is placing only one call. The impression that we leave matters, each and every time. Our staff is sensitive to what your customers say – enough to be able to identify something abnormal, or something that could be a major problem. It’s “we” and “us,” not “they” and “them.”
Knowing What You’ll Get
Whether the caller’s situation is a crisis or a billing concern, consistency is required. Your utility needs to be able to rely on getting messages that enable you to handle the problem – all of it every time, not just bits and pieces. The knowledge base that we build for your utility is available to all agents who handle your calls. Your customers get the same information and updates on every call – consistency that you can rely on. The same script, questions, information, and quality. It’s as if you’ve multiplied your own customer service staff – one voice, one standard of excellence, one award-winning partnership.