Upson EMC Joins CRC’s Contact Center Services
Cooperative Response Center, Inc. (CRC) is pleased to welcome Upson EMC of Thomaston, Georgia, to its contact center membership. Upson EMC is a member-owned electric distribution cooperative serving over 9,000 meters in six counties in west 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.
Upson EMC joined CRC’s membership in January 2019, subscribing to its energy dispatch contact center services which include inbound call management as well as dispatching of line crews.
Prior to joining CRC, Upson EMC managed incoming calls with one person answering the phone. That was sufficient during single outages, but during storms or substation issues when a large number of consumers were out of power, the utility often had to call in reinforcements to help answer phones.
“Before partnering with CRC during outages where a large number of our customers were affected, we would have a least three of our office staff come in and help answer the phones,” explained Chanda Hardy, office manager at Upson EMC. “Since partnering with CRC, we have not had to do that and that’s a huge savings.”
Chris Holt, CRC’s president and CEO, appreciates Upson EMC’s partnership and that the business relationship has simplified outage handling for the utility. “Handling multiple outage reports at one time is a challenge for many utilities,” Holt said. “By partnering with CRC for consumer call handling and energy dispatch services, utilities can let CRC takeover the outage handling process while they focus on getting the lights back on. The cost savings of using our services is just another added bonus for the utility.”
About CRC
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 480 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 cherylhaney@crc.coop.
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