Case Study ON THE NICE SOLUTION ABOUT ERGON ENERGY Ergon Energy, which is part of Energy Queensland, provides electricity to 97% of Queensland, Australia. Its 2.3 million connected customers are spread across a vast area of over one million square kilometers. Ergon Energy’s network is comprised of 178,000 kilometers of powerlines and one million power poles, and it also operates 33 stand-alone power stations that supply power to isolated Queensland communities that aren’t connected to the main electricity grid. Approximately 250 customer service representatives in four locations serve residential and business customers. The main contact centre team consists of 140 employees who handle 1.1 million interactions per year, including just under 750,000 voice calls. THE CHALLENGE Ergon

Join for free to read