Tri-County EMC Joins CRC’s Contact Center Customer Care Services
Cooperative Response Center, Inc. (CRC) is pleased to welcome Tri-County EMC of Gray, Georgia, to its contact center membership. Tri-County EMC is a member-owned electric distribution cooperative serving nearly 22,000 meters in central Georgia.
CRC offers utilities across the country seamless contact center and alarm monitoring solutions, including call management, line crew dispatch, AMI/CIS/OMS integration, CRCLink® outage communication software, and alarm monitoring. CRC also offers dynamic greetings, outage texting services, video monitoring of substations, a Payment Card Industry (PCI) compliance solution which utilizes live agents for billing calls, and English proficiency translation services. From outage calls to billing calls, disconnects to emergency locates and more, CRC is there for its membership 24/7/365. By partnering with CRC, members find peace of mind as well as a cost-effective solution to their call handling needs.
Tri-County EMC joined CRC’s membership in May 2019 subscribing to its customer care services, meaning CRC assists with member calls ranging from general assistance to reports of electrical outages. With regard to outage calls, CRC immediately sends all outage reports to Tri-County EMC’s dispatchers who then coordinate the restoration of the outage.
According to Ray Grinberg, CEO at Tri-County EMC, CRC has been a good partner in enhancing customer service to its members, especially by assisting Tri-County EMC’s agents with handling billing calls as well as offering a PCI compliant solution.
“By having CRC take all or our phone credit card payments, we have reduced hold times for our members while freeing up time for our customer service representatives,” explained Grinberg. “We also value CRC’s help in managing our PCI risk.”
Oftentimes a CRC member may transfer all incoming calls to CRC whenever the utility’s staff is needed elsewhere such as meetings or trainings. Tri-County EMC has done this as well, when necessary. “Numerous times in the first few months of service, we have rerouted all calls to CRC, seamlessly preserving communication with our members.”
“We’re happy to complement the services of Tri-County EMC and work as a team to complete their consumer calls,” said Chris Holt, president and CEO at CRC. “Working as an extension of our members’ offices and offering customer service solutions to meet their needs is what we do best. We’re very happy to welcome Tri-County EMC to our membership.”
CRC is a nationwide, cooperatively owned, 24/7 contact center and alarm monitoring center. Founded in 1992, CRC has steadily increased the size and scope of its operation with offices in Austin, Minn., Dunlap, Tenn., and Abilene, Texas. CRC serves over 490 members and associate members in 46 states, representing nearly 9.9 million consumers. Visit CRC on the web at www.crc.coop.
For more information about CRC’s services, contact Cheryl Haney, regional business manager, at 800-892-1578, ext. 8707, or firstname.lastname@example.org.