We are a municipality-owned and unionized gas distribution utility with 500 residential customers. We are exploring the idea of outsourcing our call center operations which mainly includes inbound calls (billing, collections, service) and outbound calls (collections).
We are regulated by a Public Utility Commission and have many regs dealing with customer service. Would you have any experience with outsourcing of this type of operation? Any feedback will be mostly appreciated. Thanks.
July 23, 2008 5:31 PM
September 22, 2009 1:05 PM