The call centers also plan on adding Syntellect's AddressConnect system, which will enable customers to provide the numerical portion of their addresses for even clearer identification. Wisconsin Electric takes as much care with agents as with customers. Eight team leaders in Waukesha and five in the Milwaukee call center are responsible for monitoring and evaluating calls with agents. Each team leader works with 20 consultants and can access NiceLog directly through their PCs to either monitor live phone calls or select and save the recordings to their hard drives. We have a fairly extensive evaluation program.
Training is another important aspect.
Newly-hired agents receive five days of training concerning the company and the utilites industry. Next, they receive three days of training in customer service skills, followed by 16 days of training handling specific calls, such as move orders and power outages. They are brought back into training three to four weeks later to handle calls concerning requests such as high-bill inquiries. The utility has designed a workstation for one of its consultants who is blind. The customized tools include a Braille keyboard and raised touch pads on the Aspect phone.