Customer Contact Center Improves Call Wait Times
Customer Service Representative Natasha Butler is one of the 14 members of our Customer Call Center who work hard to resolve customer questions as efficiently as possible.
Within the past twelve months, our Customer Contact Center achieved a personal best by maintaining a spectacular record low abandonment rate of 2.6 percent, beating the industry average of 3 percent! The abandonment rate, or call wait time, is the percentage of inbound phone calls made that are abandoned by the customer before speaking to an agent. From October 2018 through October 2019, the Contact Center handled 176,035 calls that were responded to within an average of 1 minute and 9 seconds.
Repair Respect!
We understand the frustration caused by a water main break in terms of water outages and traffic impacts. However, we very much appreciate it when a customer reaches out to acknowledge our crews for their hard work in repairing our infrastructure. This was the case when a customer residing in Lawrenceville reached out to praise the “wonderful” crew who repaired a water main break on 49th Street earlier this month. Thank you Utility Worker Derek Forrester; Laborers Bradley Manjack, Derek Darwin, and Shay O’Brien; Truck Drivers Donald Blanchard and Bob Munizza; and Heavy Equipment Operator Michael Germeyer, for your dedication as you continue to work hard in rain, shine, or snow!
Continuing Community Engagements!
From left: Public Affairs Associate Nick Letzkus and Lead Program Customer Assistance Representatives Bianca Alton and Tasha Butler at Brightwood’s annual Halloween Parade and Pumpkinfest on October 26.
Our staff has continued our outreach efforts with residents at local community meetings and events. Most recently, we hosted information tables at a Halloween event in Brightwood and a Community Summit in Uptown, and also attended a meeting in Oakland. All three neighborhoods are part of our upcoming Lead Service Line Replacement Project.
From left: Public Affairs Associates Elaine Hinrichs and Nick Letzkus hosting the PWSA Stormwater table at the 3 Rivers Wet Weather Sewer Confernece on Novemeber 13-14.
We had an opportunity to exhibit our stormwater projects at the 21st annual 3 Rivers Wet Weather Sewer Conference in Monroeville to learn, educate, and share experiences for overcoming the wet weather problems that have plagued the Pittsburgh region for decades.
