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Delivering an exemplary customer experience

Our Customer Care Centre is more than a call centre, it's a centre of excellence that links our front-line customer service representatives (CSRs) to back-office functions such as billing and customer accounts, providing an efficient, positive experience for customers at all contact points.

Every year our Customer Care Centre aims for continuous improvement. In 2013, our Customer Care team made significant efforts to improve training and performance measurement for our CSRs and advance the efficiency of our processes.

We also found ways to improve the learning experience for our CSRs by developing innovative and efficient ways to communicate internally, including video training, screencasts, eLearning and cross training. We design all our training programs with the customer in mind, ensuring the customer experience remains paramount in all of our business transactions.

We also empowered CSRs to make decisions to help resolve customer issues, effectively reducing the number of calls that CSRs escalate to a team leader or supervisor. This approach enhances the customer experience and improves the efficiency of our Customer Care Centre operation.

Our customers recognize this great work. In 2013, a Service Quality Management survey of customer interactions showed that 81 per cent of customers surveyed were "very satisfied." Our First Call Resolution score of 82 per cent indicates a high level of customer satisfaction, showing that when customers speak with a CSR, they trust the job gets done.

ENMAX customer facts

  • In 2013, we were on for our customers, including:
  • Answering 654,769 calls at our customer care centre
  • Achieving 82 per cent in first-call resolution
  • Achieving 81 per cent in "very satisfied" customers

Achieving top-quartile customer satisfaction while maintaining an effective cost structure is our customer service objective. We achieved 81 per cent on this metric in 2013, which places us in the top quartile of comparable North American energy companies. We are proud of this achievement; excellence in customer care is among our top priorities.

All customers are free to purchase natural gas services from the default supply provider or from a retailer of their choice and to purchase electricity services from the regulated rate provider or from a retailer of their choice. The delivery of natural gas and electricity to you is not affected by your choice. If you change who you purchase natural gas services or electricity services from, you will continue receiving natural gas and electricity from the distribution company in your service area. For a current list of retailers you may choose from, visit www.ucahelps.gov.ab.ca or call 310-4822 (toll free in Alberta).

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