ALLENTOWN PA – More PPL Electric utilities’ customers are using self-service options on the company’s web site and its customer care center’s interactive system, rather than speak with a customer service representative. That’s a first, PPL reported earlier this month (July 1, 2010), and said it represents a continued increase in consumer acceptance of the web and automated call systems.
Doing business any time on the web, rather than waiting, appeals to many consumers.
PPL Electric customers can get updated account balances, make a payment, or report a power outage using the company’s interactive voice response (IVR) system. Nearly 400,000 transactions were handled using IVR during the first five months of 2010, up 34 percent over the past two years, it said.
Customers have even more self-service options available at any time daily. More than 630,000 service transactions were handled over the web during January through May this year, up 16 percent from last year and 29 percent over 2008.
On the web, customers can start or stop service, view billing information, enroll in various bill payment plans, and make arrangements to pay their monthly bill. They also can view their hourly, daily or monthly electric usage patterns, analyze usage, and get tips to reduce utility costs. Once customers register their “my PPL” account, they can report a power outage and get updated outage information on the web, too.
Activity levels at the PPL Electric customer contact center remains busy, handling more complex consumer issues. Customer service representatives handled more than 2.1 million contacts with customers in 2009, and more than 975,000 contacts during the first five months of this year. With rate changes and electric choice, many consumers still want to speak with a representative; the care center has staff available from 8 a.m. to 5 p.m. Monday through Friday.
“We understand consumers are looking for convenience and want to do business on their schedules. We’re pleased there’s been steady growth in usage of our website, and we’ll keep working to ensure it is consumer friendly and meets the needs of our customers,” said Robert M. Geneczko, PPL vice president.
Some customers prefer sending a letter occasionally, too. PPL said more than 31,000 pieces of correspondence – letters, faxes and e-mails – also were received through May of this year.
Photo from Clipart.com
Share this article. Got business news for us? E-mail The Post.
Visit our other publications: The Sanatoga Post | The Limerick Post | The Pottstown Post
