Utility contact centers are a core piece of the utility customer experience. Customers want quick, easy answers to their questions, and you need to deliver on these expectations. The E Source Contact Center Performance study compares utility contact center staffing and performance, giving you valuable insight into how your organization and the industry at large are serving customers. Our survey results will help you better understand utility contact center performance in these key areas:

  • Agent staffing
  • Agent interactions by channel
  • Key performance indicators (KPIs)

What you get

All participants will receive a summary of results, highlighting key insights and trends. Members of the E Source Contact Center Optimization Service will receive:

  • A comprehensive report with key findings and considerations from the survey
  • Personalized data summary upon request

If you’re interested in receiving the full set of deliverables, but your utility does not subscribe to the Contact Center Optimization Service, please contact us.


We’ll open our survey in the second quarter of 2021. We’re looking for a point of contact who’s willing to gather and provide contact center operation and evaluation metrics. We may limit participation based on your utility’s customer count. If you’d like to participate, fill out the form below and we’ll reach out to you when we’re ready to field the survey.


E Source periodically gathers data from large electric and gas utilities across the US and Canada. A set of base metrics, developed from E Source expertise and member utility input, informs the survey questions.

Study results

If you’re a subscriber, these links will take you to the study deliverables. If you’re not currently a subscriber, you may contact us for information on membership to pertinent E Source services.

Example of Contact Center Performance study findings

Image of the top of the infographic. It shows that the average handle time (AHT) of utility calls has increased from 2015 when the AHT was 275 seconds among 28 utilities. In the 2019 study, we found that the AHT was 332 seconds or 5.5 minutes.

How Do You Measure Up Compared to Other Utility Contact Centers?

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