Increase Self-Service Enrollment with CSRs
Thinking of ways to increase self-service enrollment with CSRs?
In 2017, PG&E rolled out a pilot promotion to test the effectiveness and feasibility of having contact center representatives (CSRs) spend additional time on the phone to promote electronic billing and recurring/automated payments. The Contact Center Self-Service Programs Promotion, which ran for approximately seven weeks, confirmed the financial benefit of having CSRs take the time to help customers sign up for self-service options.
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