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Utilizing the Callback

Derek

1 min read

Feb 15, 2007

Utilizing the Callback

Recently I moved from San Mateo to San Francisco. Like any move, it involved a couple phone calls to utility companies.

I was really impressed with Pacific Gas & Electric. When a company has a dominating position in their industry, it’s pretty easy to see why customer service can drop down the priority list.

When I called PG&E to setup service at my new address, the call started like any other – the typical “we are experiencing an abnormally large call volume” message. But after that announcement, PG&E offered to call me back when an opening occurred.

It worked perfectly – I received a call a bit later and was instantly connected to an operator.

I’d argue that 99% percent of the time, it’s people and not technology that result in better customer service (here’s a great story about Best Buy and cookies). It’s great to see it work the other way.

Call centers are a particularly interesting area. They won’t overstaff to just handle the peak times, but the service still needs to be adequate when things get busy. PG&E’s callbacks work great, but I’m also excited to see if companies like liveops can make an impact as well.

Angie Terrell

Reviewer Big Nerd Ranch

Angie joined BNR in 2014 as a senior UX/UI designer. Just over a year later she became director of design and instruction leading a team of user experience and interface designers. All told, Angie has over 15 years of experience designing a wide array of user experiences

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