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The Interactive Voice Response System (IVR) is a powerful and efficient customer service tool that allows members to access their account, to pay their electric bill, to find out their account balance and when necessary, to quickly and easily report an outage.
The system can process 20 calls at a time, reducing any delay and unanswered calls, and ties to the electronic database to log outage locations, a feature particularly important during a widespread outage, usually caused by strong storms rolling through the Northland.
The IVR prompts members to enter their location or phone number. Once logged into the system, each outage report is plotted on an electronic map which helps dispatchers coordinate crews and repairs with real-time information.
Members who use the IVR assist in pinpointing problems, ultimately reducing outage time. Using the IVR system to collect standard data associated with an outage allows dispatchers to work with crews who will be methodically restoring service.
The system has the capability of telling members that an outage has been reported and can make outbound follow-up calls, if necessary, to confirm that service has been restored.
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