Utility Company Reduces Support Calls By 41%

IntelliResponse Success Story: Énergie NB Power NB Power is a Crown corporation serving over 370,000 customers NB Power's Goals 41% Provide more self-serve options REDUCTION in agent-handled calls Consistent information across all channels Reduce the number of interactions on the higher cost channels 90% Evolve the CSR Role Correct Even with 38% increase in web usage, NB power has been able to reduce the number of customer service reps by 20 agents Answer Estimate 15,712 2011 E-Source QUESTIONS answerd in the Website Winner first 5 months *Decrease is based on all self-service initiatives deployed by NB Power. Osreatives © 00 intelliresponse www.IntelliResponse.com SPONSORED BY: