Don’t Just Take it From Us.
We’d love to tell you about what it’s like to work with CallNet, to show you how we’ll fit and partner together. That’s why we went straight to the source. We know you value the opinions of your colleagues and peers, and that’s why we asked some of our current utilities customers about what it’s like to work with CallNet. Here’s what they had to say.
CallNet provides excellent service! Emerald PUD contracted with them several years ago to manage after-hours customer calls and service dispatch, and their performance has consistently exceeded our expectations. Their skilled representatives handle a wide variety of customer calls, ranging from account status and billing inquiries to power outage reports. They are equally knowledgeable when dispatching crews for emergency/outage service, communicating effectively and efficiently.
CallNet’s staff is flexible and willingly adjusts to accommodate our needs. Their development of an import system that transfers outage details directly into our database has helped us improve our outage response times and increase our service level to customers. Although CallNet is located in another state, the distance has no bearing on the high level of service they deliver. In fact, it has provided an unexpected benefit: they are not impacted by the same storms or weather patterns we experience within our District.
With CallNet, we are confident our customers receive the same high caliber of service after-hours as they do when speaking to an Emerald employee. Their service is exceptional and we would highly recommend CallNet to any utility looking to secure a responsible, customer-oriented answering service.”
– Alicia Burgess, Customer Service Supervisor for Emerald People’s Utility District
Salt River Electric assisted CallNet when they were testing their integration to the Milsoft IVR and OMS several years ago, and we continue to be very happy with their service. We consider CallNet our partner when it comes to backing up our offices during the day and handling our after-hours calls.”
– Tim Sharp, President and CEO of Salt River Electric
Our linemen find the information you provide to be better than when they answered the phone themselves. Your operators are trained to get specific information regarding a particular call and then move on to the next call. When it is emailed to the lineman on call he now has a reliable electronic copy of what the customer reported that he can refer back to rather than answer the calls coming in and try to remember what they said.
There are numerous things that CallNet has brought from a safety aspect as well as a productivity aspect that we’ve found makes us better able to respond to our outages while allowing the linemen to focus on their work. Today, our stakeholders are all in agreement that this is a service they wouldn’t want to be without.”
– Bryan Washburn, CEO of Jasper County REMC, Rensselaer, IN
Several years ago, our member attitude survey data pointed to a problem with member satisfaction from members who called after-hours. Members who called in during office hours were very pleased with us, but those calling after-hours had a less than satisfactory experience. We also realized that the after-hours service that we were using sometimes could not handle our outage calls because of a high volume of outage calls coming from utilities to the west of us. Our bad weather comes from the west so our members were always losing out. Their calls couldn’t get through or we were advised to handle our own calls.
We found CallNet and made the switch. Our member satisfaction has improved tremendously for after-hours calls. Charlie Webb and his staff have been great to work with too. The CallNet supervisors do an amazing job calming angry members who have been disconnected, and are easy to work with when we have special situations come up such as load deferral or events at our facilities. I feel that our members’ satisfaction matters to CallNet employees.
I am confident that in an emergency situation we can count on CallNet employees to handle our calls as needed. CallNet employees are professional and represent us well to our after-hours callers.”
– Lisa Staggs Herrmann, Manager of Member and Community Relations for Butler Rural Electric Cooperative, Oxford, OH