Transforming the Customer Experience with Multifaceted Contact Center Improvements

Over the past few years, Tampa Electric and TECO Peoples Gas have been working toward a total customer-experience transformation to achieve world-class customer service. A key objective of this effort was to improve contact center performance with a focus on people, process and technology. Among other enhancements, the utility instituted a Universal Agent model to cross-train and certify CSPs to handle all types of calls and functions within the contact center, aiming for first call resolution (FCR). Additionally, annual certification programs keep CSPs up to date on soft skills, emergency procedures and high-bill training.

 As a result of its multi-faceted approach, TECO’s contact center has achieved:

• a 96% improvement in average speed of answer

• a 46% reduction in transfers

• a 92% reduction in abandoned calls

• an 18% reduction in call volume

Attend this webinar to learn how TECO, a Chartwell 2019 Silver Contact Center Award winner, improved satisfaction for residential customers with its holistic strategy.


  • Karen Sparkman – Director of Customer Experience Operations, Tampa Electric and TECO Peoples Gas

In her role, Karen leads the Residential Contact Centers, Billing and Payments, as well as Credit & Collections. Tampa Electric is a regulated utility serving 765,000 customers, and Peoples Gas is Florida’s largest natural gas distributor, with more than 390,000 customers. Tampa Electric and Peoples Gas are subsidiaries of Emera Inc., an energy and services company based in Halifax, Nova Scotia, Canada.

*To view this webinar, please login using your Chartwell credentials and click the “View Resource” button. If you do not have login credentials, click here to connect with Tim Herrick about Chartwell Membership.