Ameren Illinois integrates empathy into the call center to win at customer service

Ruchi Solanki, Research Analyst –

In a recent Harvard Business Review study, 84% of customers stated that their last customer service interaction did not meet their expectations.

How do utility companies make sure that their customers are being heard? Many utilities are recognizing the value of prioritizing employee training and engagement in order to create a positive experience and increase customer loyalty.

Chartwell has explored, in detail, the significance of having an engaged and trained contact center team and discussed how several utilities have focused on the importance of empathy and emotional intelligence in the contact center to enhance the customer experience.

Image courtesy of Ameren Illinois

As a way to meet customer needs and preferences, Ameren Illinois, in October 2016, launched an initiative to incorporate empathy into customer interactions. An important part of the program was a course teaching empathy through role-playing that served as a training tool to give feedback to employees. Throughout the sessions, employees engaged in customer-facing scenarios, empathy-related activities and empathy training.

The utility found that empathy-based engagement increased their customer satisfaction scores, customer loyalty and employee engagement while reducing the number of callbacks. The utility took home Chartwell’s 2017 Bronze Award in Customer Service.

If you are interested in learning more about Ameren Illinois’s award-winning approach to quality assurance and integrating empathy to meet customer needs, make sure to register for Chartwell’s webinar on Wednesday, March 7 at 2 p.m. Eastern.

Join Dr. Carla Campbell-Jackson, Senior Manager, Jody McHatton, Quality Assurance Advocate, and Becky Miller, Quality Assurance Supervisor for the Customer Service Experience at Ameren Illinois, in discussing the utility’s efforts in creating classroom training and peer-to-peer coaching for their contact center team.

If you are interested in learning more about how other leading utilities are incorporating training and coaching for their contact centers while increasing first call resolution, join Chartwell’s Customer Experience Leadership Council. Email Tim Herrick for more information.


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