SKRECC: Making Service Simple
South Kentucky RECCs members expect professional
and prompt service, and they want to do business at their convenience. In an
effort to be able to assist members right at the moment they need it, South
Kentucky RECC is installing a new state-of-the-art system specifically for this
Interactive Voice Response, or IVR, will allow SKRECC
members to conduct business on their timeline. IVR is able to answer member
calls reliably during an outage situation; it can collect data in order to
analyze and assist in rectifying an outage; and it allows members to complete
routine transactions, such as paying their electric bill, day or night, 365
days a year.
Steve Conover, vice president of engineering for South
Kentucky RECC, says the new IVR system will provide a useful link between the
co-op and its members.
With the new IVR system, South Kentucky RECC can
contact members about issues ranging from their billing to annual meeting.
Members telephone numbers will be matched to their accounts, making it
easy for members to pay their bills, update their information, and much
Even more importantly is the IVRs ability to
automatically associate an incoming member call with a power outage, which will
be reported to SKRECCs outage management system. When the call is
recognized by the system, the dispatcher can more efficiently send crews to
respond to an outage. This makes it vital that the co-op have the correct phone
number and service address for each member.
Conover adds that on page 4A of this issue is a form that
members can fill out and send in with their electric bill that asks for their
name, account number(s), service address or addresses (this may be different
from the billing address; it should not be a post office box), and phone
number. Members who fill this out and return it in their next bill or by
dropping it by their local office by January 15 will be entered into a drawing
for a $50 VISA® card.
According to Conover, the system should be operational in
How IVR works:
Interactive Voice Response will work somewhat differently
than South Kentucky RECCs current phone system. If you call the regular
office number, you will get the same message you receive now when you phone in,
but there will be an additional option to press. That option will say,
Press 5 for our automated member service system.
Members will be able to access the IVR directly by
calling a special toll-free number, which will be available in January. This
will be the quickest way to pay your bill by phone, access your account, and
report an outage.
This is just another way South Kentucky RECC is trying to
do its best for its membersmaking service easily accessible, on demand,
24 hours a day, seven days a week.