New Customer Focus Helps Hydro One Boost Satisfaction, Efficiency

In early 2021, Hydro One’s customer team identified key impacts and challenges to customer service resulting from the global pandemic and the unfamiliar shift to a remote environment. The team moved quickly to develop Level UP, a continuous improvement initiative that restored customer faith, boosted staff morale and re-built Hydro One’s reputation externally. Attend this session to learn how Hydro One achieved the following results:

 

  • 25% increase in CSAT
  • 12% improvement in call handle time
  • 50% of staff upskilled to improve flexibility and morale
  • Re-energized call flow enabling staff empowerment
  • Heightened leadership training for remote environment
  • Refreshed employee scorecard
  • Increased coaching time

Speaker: Rob Globocki, Director, Customer Care, Hydro One

With over 25 years of service at Hydro One, Rob is a committed leader with a focus on enhancing the customer experience and continuous improvement that benefits customers, the team and the business. Rob’s current Customer Care team of over 400 staff has accountability for all customer interactions, management of customer accounts and back-office support and excellence activities.

 

 

View All EMACS 2022 Agenda Highlights

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