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Customer Care
CSG operates five Customer Contact Centers, including a national center in Fall River, Massachusetts. The other regional centers are located across the U.S. including: Portland, Oregon; Victorville, California; Peoria, Illinois; and Nashville, Tennessee.
Often as the first point of customer contact, CSG strives to ensure that customers reach someone who understands the program details and can assist promptly. Every member of the team completes extensive training for multiple programs before answering the first call.
Our Contact Centers have 54 active 800 numbers, serving 25 different programs. They are equipped with the latest technology, including:
- Reporter Real Time, which provides moment-to-moment statistics
- Reporter Pro, which provides historical statistics
- Oaisys Call Tracer, a call recording application
- Tele-Interpreter, a 24-hour a day translation service with 170 languages
- KeySurvey Software
- Service Skills, an online customer service training library
- Various tools for performance monitoring
Centers are also actively involved in community-based projects such as the Marshfield Energy Challenge, Cambridge Energy Alliance, the Next Step Living and Boston Oil Projects, the Nashville New Homes Project, the Nashville Weatherization Assistance Training Project, and the Portland Water Audit.
Why Is Customer Care Important to Our Clients?
Our Customer Contact Centers are an important resource to partners and clients, because we offer the highest level of trained customer care professionals. Our employees must meet required service levels and performance standards and are monitored via call recording, side jacking, and silent monitoring. This means your customers will receive excellent service by trained professionals who understand the minute details of each project and can quickly respond to their needs in a professional and helpful manner.
Contact centers are responsible for coordinating contractors, partners, and other network trade allies and coordinating with CSG’s internal operational and marketing teams. This includes everything from scheduling appointments to fielding questions about a particular program or marketing initiative.
Our representatives also provide ongoing recommendations and suggestions for improving our process and sharing customer feedback so that CSG can continually improve our service. Our large-scale operation has extended operating hours and the ability to redirect inbound calls to other centers if call volume is too high and wait times would exceed our service level agreement.
Facts & Statistics
Our New England Contact Center received 119,640 calls in 2008 and answered 91,146 calls for an 81 percent answer rate. Our regional call centers received a combined 54,000 calls in 2008.
Here are just a few examples of CSG’s measurable success:
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