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February 27, 2013

Commonwealth Utilities Corporation Inks Agreement to Improve Call Center Services Smart Meter



The Commonwealth Utilities Corp. has just signed an agreement with telecommunications company IT&E to enhance its call center service according to recent reports. The agreement is apparently for two years with an estimated cost that comes out to around $180,000 every year.

The agreement, according to Warren, will not have an impact on the customer service staff at the CUC Customer Center. With the primary objective of improving access to CUC departments and customer service, CUC has signed an agreement with IT&E to provide 24/7 call center services.He also stated that all calls will be answered by a live operator and will then will either be handled directly or connected to a CUC employee.

In addition, a live operator will answer any incoming calls 24/7 every day of the week, except as odd and unusual circumstances that arise. If all operators are unavailable, calls will automatically go to a voice mail system and they will make an effort to reply as soon as possible.

When appropriate security procedures are put in place, IT&E operators will be able to supply certain account data to their customers. This includes even if the call are after their regular scheduled business hours.

“No more busy signals when trying to call CUC-currently one of the most frequent complaints made by customers,” Warren added in a statement.

In related company news, CUC also just inked an agreement with Nighthawk Total Control, a subsidiary of Birmingham's McWane Inc. based in Dallas, to better provide cell network connected electric meters on Saipan. Warren said to take note that the agreement for the remote disconnect prepaid meters was distributed in late October 2012. The contract is for approximately $378,000.




Edited by Jamie Epstein

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