E Source has periodically surveyed North American electric and gas utilities on a diverse set of contact center practices and performance metrics, including most recently in the summer of 2016. The results of the E Source Contact Center Performance study allow utilities to compare their own contact center practices and performance to those of their peers in areas such as:

  • Agent staffing and training
  • Contact center operations
  • Agent interactions by channel
  • Contact center metrics
  • Quality assurance
  • Key performance indicators

Access 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.

Methodology

The E Source Contact Center Performance survey gathers data from electric and gas utilities across the US and Canada—from small municipal utilities to large investor-owned utilities. The 2016 survey data represent the practices and performance of 31 utilities. Survey questions are based on input from utility contact center managers, leveraging E Source expertise and knowledge of contact center best practices.