About us > News > Terasen Gas applies to expand customer care services with new in-house call centres and customer information system
Terasen Gas applies to expand customer care services with new in-house call centres and customer information system
| June 3, 2009 |  Follow us on Twitter |
Customers to benefit from enhanced service, more flexibility, increased online services and greater energy efficiency expertise
SURREY, B.C. – Terasen Gas Inc. has applied to the British Columbia Utilities Commission (BCUC) to change its customer care delivery model from an outsourced arrangement to an in-house customer care department, including company-owned call centres and billing operations as well as a new customer information system. If approved, the new model would be in place effective January 2012.
“Serving our more than 930,000 customers is a job that we take very seriously, and our customer care delivery is a key point of communication between Terasen Gas and our customers,” said Doug Stout, Vice President of Marketing and Business Development, Terasen Gas.
“Our existing outsourcing agreement for customer care has been in place for over seven years and realized substantial benefits for our customers. However, as we move forward, we need more service offerings, greater flexibility and direct control in the form of in-house call centres and billing operations to best deliver the types of services our customers require,” said Stout.
The proposed customer information system would provide the flexibility required to implement new service offerings efficiently, such as expanded energy efficiency and conservation programs and enhanced online services. Under the new customer care model, the training of staff for the call centres and billing department would be directly controlled and managed by the company, providing more opportunities for Terasen Gas to be efficient and effective in providing information to customers.
“Delivering service excellence to our customers looks very different today than it did when we set our existing agreement over seven years ago; both technology and the B.C. energy market have changed substantially,” said Stout. “We recognize that our customers value a variety of ways to interact with us beyond telephone services, including web-based options for activities like opening an account or planning a move. We need to make these changes to be able to meet these expectations.”
Specifically, the application involves the following elements:
- Revising the existing outsourced customer care contract to reflect the internal delivery of services after 2011, including aspects of customer call handling, correspondence and billing operations.
- Owning and operating assets required for the delivery of customer care services after 2011, including the establishment of two new call centres and the implementation of a new customer information system.
- The continued outsourcing after 2011 of third party services such as statement printing and payment processing.
In preparation for a BCUC decision, the company is now beginning to research potential locations for the call centres, and to discuss with its unions the potential to bring new, market competitive jobs back to B.C.
“Terasen Gas is in the early stages of exploring potential locations and our hope is to be able to bring these centres and related jobs back to B.C. but, at the end of the day, we must do what creates the most value for our customers,” said Stout.
Terasen Gas is requesting a decision by the BCUC on the application by the end of 2009 in order for implementation to be finalized by January 2012. Project costs are expected to be $155 million.
To learn more about Terasen Gas customer care, visit terasengas.com
Terasen Gas is mainly composed of the operations of Terasen Gas Inc. and Terasen Gas (Vancouver Island) Inc., both indirect wholly owned subsidiaries of Fortis Inc. Fortis Inc., the largest investor-owned distribution utility in Canada, serves more than two million gas and electric customers and has total assets exceeding $11 billion. Its regulated holdings include Terasen Gas and electric utilities in five Canadian provinces and three Caribbean countries. Fortis Inc. owns non-regulated hydroelectric generation assets across Canada and in Belize and upper New York State. It also owns hotels and commercial real estate in Canada. Fortis Inc. shares are listed on the Toronto Stock Exchange and trade under the symbol FTS. Additional information can be accessed at www.fortisinc.com or www.sedar.com
Media contact:
Joyce Wagenaar
Director, Corporate & Marketing Communications
Terasen Gas Inc.
Phone: (604) 785-8946
joyce.wagenaar@terasengas.com
Joyce Wagenaar
Director, Corporate & Marketing Communications
Terasen Gas Inc.
Phone: (604) 785-8946
joyce.wagenaar@terasengas.com
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