- Category: Comunication
- Published on 22 February 2017
- Written by Editor
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ATLANTA, Feb. 20, 2017- Georgia Natural Gas (GNG) has been recognized for contact center operations customer satisfaction excellence in the live phone channel under the J.D. Power Certified Contact Center Program.SM The Certified Contact Center Program distinction acknowledges a strong commitment by GNG' contact center operations to provide "An Outstanding Customer Service Experience."
The Certified Contact Center Program, which was launched by J.D. Power in 2004 as the Certified Call Center Program, evaluates overall customer satisfaction with live phone interactions and helps organizations in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls. The program certifies a call center's operations in three areas: live phone channel, IVR self-service channel and Web self-service channel.
"Providing superior customer service means we need to excel at every detail in the Georgia Natural Gas customer experience," says Michael Braswell, president of GNG. We are very proud of our contact call center J.D. Power certification, and we will continue to work every day to exceed our customers' expectation of service."
For Certification Status:
- To become certified, the contact center successfully passed an evaluation of dozens of best practices that encompass their integration of Voice of the Customer and Voice of the Employee insights into their business operations.
- As part of its evaluation, J.D. Power conducted a random survey of GNG customers who recently contacted the company's contact centers in Kennesaw, Ga., and Richardson, Texas.
- A contact center must perform within the top 20% of customer service scores, which are based on benchmarks established in J.D. Power's cross-industry customer satisfaction research.
- The research criteria includes the customer service representative's courtesy, knowledge and concern for the customer; promptness in speaking to a person; and timely resolution of the problem or request.
GNG is a premier natural gas marketer, serving approximately half a million customers. The company is also actively engaged in the communities it serves with a community service focus on children and education; seniors; energy assistance; and environment and sustainability initiatives. For more information regarding GNG, please visit https://gng.com/about-us.
About Georgia Natural Gas
Georgia Natural Gas is a leading provider of natural gas to homes and businesses in Georgia. Georgia Natural Gas is part of SouthStar Energy Services, a preeminent retail natural gas marketing company operating in nine states. Based in Atlanta, SouthStar manages a portfolio of brands across its retail footprint including Georgia Natural Gas in the state of Georgia, Nicor Advanced Energy and Nicor Solutions in Illinois, and in other states, Ohio Natural Gas, Florida Natural Gas, Maryland Energy and Grand Rapids Energy (Michigan). SouthStar also does business in Tennessee and the Carolinas and in other parts of the southeast as SouthStar Energy Services. For more information visit: www.GNG.com.
About SouthStar Energy Services
SouthStar Energy Services (SouthStar), a division of Southern Company Gas, is a preeminent retail natural gas marketing company operating in nine states. Based in Atlanta, SouthStar manages a portfolio of brands across its retail footprint including Georgia Natural Gas in the state of Georgia, Nicor Advanced Energy and Nicor Solutions in Illinois, and in other states, Ohio Natural Gas, Florida Natural Gas, Maryland Energy and Grand Rapids Energy (Michigan). SouthStar also does business in Tennessee and the Carolinas and in other parts of the southeast as SouthStar Energy Services. For more information visit: www.southstarenergy.com.
About Southern Company Gas
Southern Company Gas is a wholly owned subsidiary of Atlanta-based Southern Company (NYSE: SO), America's premier energy company. Southern Company Gas serves approximately 4.5 million natural gas utility customers through its regulated distribution companies in seven states and more than 1 million retail customers through its companies that market natural gas and related home services. Other nonutility businesses include investments in interstate gas pipelines, asset management for natural gas wholesale customers and ownership and operation of natural gas storage facilities. For more information, visit Southern Company Gas at southerncompanygas.com