The majority of customer calls received and processed by a call center’s customer service representatives (CSRs) involve dealing with routine, but none-the-less important, billing issues, payment arrangements, new service requests and disconnects.  But it’s that one call that a CSR must always be prepared for – and it doesn’t happen very often – a call from a customer regarding an emergency situation.  When an emergency call comes in, the questions a CSR asks, the information and advice the CSR provides, and the CSR’s interaction with the dispatcher can make the difference between a successful and a tragic outcome.

Callers reporting potential electric and natural gas emergencies expect to receive accurate information and guidance regarding unusual or dangerous situations, such as downed electrical conductors or leaking natural gas.  It is important for CSRs to handle the calls properly, understand what callers are describing, obtain accurate information, and offer advice to help protect life and property.  This webinar will outline what one utility does to ensure that their call center employees are trained and prepared to handle emergency calls.

The webinar will be presented by George Padmore, Contact Center Manager at CenterPoint Energy.  He has been in Contact Center Management for more than 15 years, and with CenterPoint Energy for seven years.  He currently manages six supervisors, and approximately 100 to 120 frontline CSRs.  George participated in the development and implementation of an updated Natural Gas Leak Emergency scripting process as well as directly managing the “HotSeat” team, a group of specially trained CSRs at CenterPoint Energy’s Call Center that receive, review and confirm every electric emergency call taken and issued for a field response. 

George has a Bachelor’s Degree in Business Administration from Stephen F. Austin State University where his focus of study was Marketing/Management.