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Call center eyed for CUC’s customer service
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Posted on Apr 09 2012
The Commonwealth Utilities Corp. wants to outsource its customer service and is looking for an experienced and qualified call center that will handle the job.
CUC executive director Abe Utu Malae said yesterday that the call center services are for the agency’s departments and operating centers on Saipan, Tinian, and Rota.
There will be a pre-proposal conference on April 19 at CUC’s main office. Proposers are required to comply with all local and applicable federal laws.
According to Charles Warren, CUC chief financial officer, their goal is to improve operating efficiencies at CUC while improving customer service levels at all times.
He told Saipan Tribune that CUC currently has over 28 individual phone numbers that customers must call to reach the various CUC departments and operating centers.
In addition, he said the current system does not have voice mail capabilities or other ways to capture and track calls.
“CUC would like to implement a system where callers need dial only one number to reach CUC 24 hours a day, seven days a week and be connected to the person/department that can help them. …Depending on CUC’s customer information system capability, it would also be desirable for the call center to provide customer balance information and accept credit card payments,” he said.
According to Warren, the call center will also be a critical partner with CUC during significant events like hurricanes, system outages, and others.
When asked how much the plan would cost, Warren said that this will be known once the request for proposals are received for the project. He said the cost will be funded by CUC operation.
“Until we see the responses to the RFP, we will not know which, if any employees will be affected, or what the incremental costs will be to implement the system. Once we have that information, we’ll be able to make decisions on staffing and funding,” added Warren.
