Alagasco’s contact center is responsible for answering customer calls for all of the Alagasco customer service territory throughout the state. From time to time, we experience high call volume.
No one likes to wait on hold. Especially, if there is a pressing issue.
At one point in time or another, we have all had to wait on hold and at Alagasco, we understand how frustrating it can be. Nowadays no matter where you call, you’ll get an automated system asking you why you’re calling, and often you’ll end up on hold. All you want to do is talk to a person. Well, your first reaction may be to press zero immediately. Usually, you can keep pressing zero and eventually someone will have to pick up the phone, right? There is just one problem with that. The majority of callers have the same reaction. That means you get placed with everyone else that did the same thing, perhaps prolonging your hold time. With our phone system if you press the numbers that correlate with your reason for calling, you are sent to a group of reps that are experts in resolving those types of calls only. Therefore, you are put in a smaller group of callers, and the hold time is shorter.
We strive to improve our customer service every day. We are always looking for ways to better serve our customers – now more than ever before. Our newest improvement to our contact center is a new feature that allows you to save your place in line without having to wait on the phone, and we will call you back – in the same order that your call was received. For instance, if you call the contact center at 11:00 a.m. and there is a 15 minute wait to speak to a representative, if you use our call back feature, a representative will call you back when it’s your turn in the queue – approximately 15 minutes later. That leaves you the ability to take care of things around the home or office without having to sit with the phone to your ear.
We know that people won’t call Alagasco just to tell us what a good job we are doing. Most of the time, you call because there is a question or issue. When you need help, hold can seem like an eternity. We hope that these helpful tips will make your experience with us just a little less stressful.