1 / 8

PROJECT WHY Knowledge Call Center

PROJECT WHY Knowledge Call Center. Proposal. GPG Customer. “My GPG Capacity.Com” (Customized Information). Push Info Real-Time. (INTERNAL). (INTERNAL). GPG Pipeline Knowledge Center. Run Process. Market Intelligence. Analytical Research. To GPG Pricing Desk.

marinel
Download Presentation

PROJECT WHY Knowledge Call Center

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. PROJECT WHY Knowledge Call Center

  2. Proposal GPG Customer “My GPG Capacity.Com” (Customized Information) Push Info Real-Time (INTERNAL) (INTERNAL) GPG Pipeline Knowledge Center Run Process Market Intelligence Analytical Research To GPG Pricing Desk “Knowledge Based Dashboard” GPG Pricing Desk (Mktg)

  3. Knowledge Call Center - Long Range Vision Customers can access a single number for all transactional inquiries (including technical support) Our customer service representatives have computer screens that provide ready access to the information needed to answer questions on the spot Call center provides cross-pipeline support for evening hours and emergency back-up

  4. GPG Knowledge Center Experts in the Areas of: Nomination Scheduling Measurement Accounting/Invoicing Contracts Storage Capacity Release EDI Internet/EBB (technical)

  5. GPG Knowledge Center Tools Needed: • Telephone/Internet Systems • Knowledge based system (a system that contains all the information to answer the questions on a timely basis) • Technical tools to formulate real-time answers to all expert areas • Electronic tools to push information internal/external • Highly trained personnel for Knowledge Center

  6. GPG Knowledge Center Accountable: • Fast and accurate response to customer inquiries • Provide GPG Pricing Desk with real time Market Intelligence • Other (?)

  7. GPG Knowledge Center Benefits: • Real time Market Intelligence provided to GPG Pricing Desk • Increased customer service satisfaction (i.e., Mastio Survey rating increase) • Decrease PPA’s/Increase cash flow • Ready for future 24/7 operations • Others (?)

  8. Knowledge Call Center - To Dos • Demo Internet phone routing tools • Initially, NBP, ET&S & FGT may have separate phone numbers • Test ability to re-route to single site for back-up • Develop expectations for our customer call representatives • Develop mock-up of knowledge screens that call center employees need

More Related