NYSEG and RG&E Call Center Efficiencies Reduce Wait Times for Customers

The Companies report an increased percentage of calls answered within 30 seconds in final six months of 2023


Quicker service leads to higher overall customer satisfaction scores


BINGHAMTON, NY — July 15, 2024 — New York State Electric & Gas (NYSEG) and Rochester Gas and Electric (RG&E) today announced another milestone in their ongoing commitment to customer service and reliability.

At NYSEG, 85.2% of customer calls were answered within 30 seconds in the final six months of 2023. RG&E saw 86.5% of customer calls answered within 30 seconds over the same time frame. Both companies exceeded the target of 70% of calls answered within 30 seconds set by the Public Service Commission (PSC).

“Our call center employees have made it their mission to deliver swift resolutions to our customer concerns,” said Christine Alexander, vice president of Customer Service at NYSEG and RG&E. “Our customers appreciate the quick response time which has led to an increase in overall customer satisfaction.”

Increased efficiency through enhanced customer service has led to improved overall satisfaction scores: 

  • NYSEG: Accomplished an 88% contact satisfaction rate at the close of 2023.
  • RG&E: Accomplished an 85% contact satisfaction rate at the close of 2023.

Achieving call center efficiencies is the result of significant investments in workforce and technology to better serve our customers. The call centers welcomed 18 new customer care representatives this year and 15 more are set to begin training. Those new hires will help maintain staffing levels. Additionally, customers are taking advantage of our online service offerings that help shift call volumes. Just over 80% of all inbound customer engagement happens via self-service channels, where customers can make payments, submit meter readings, and check outages. More than 5,500 customers have given the online mobile app a five-star rating. More than half of all payments are managed through mobile web solutions with options for Google and Apple Pay, and nearly 90% of our customers now receive proactive outage alerts. 

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