Here’s an Interactive Voice Response IVR system focused presentation from Milsoft's 2009 User Conference informative. It was originally presented there by Mike Rudolph. The Milsoft Electric Utility Solutions Users Conference is the premier event for both our users and vendors offering interoperable electric utility management services that enhance Milsoft’s Smart Grid Systems. If you’d like to receive information about our software training events, you can email: missy.brooks@milsoft.com.

1. Multi-Utility Call Centers:
Challenges and Opportunities
Mike Rudolph
System Operations Supervisor
Wright-Hennepin Electric

2. Challenges of setting up a Call Center
• IT Challenges
– Establishing live computer connections
– Incoming phone call routing
– Updating Database information
• Personnel Challenges
– Finding qualified people
– Establishing training programs

3. Challenges of setting up a Call Center
• Business Challenges
– Finding/keeping customers
– Calculating reasonable rate increases
– Establishing/maintaining effective lines of
communication with customers

4. Rewards of a Call Center
• Financial Rewards
– Reduced cost per member for 24/7 dispatching for the
home co-op.
• Customer Service Rewards
– Better able to control the quality of customer service
received by one’s members.
– You can make it Burger King and have it your way—
not how someone else says it has to be done!
®