KeySpan Corp. consolidates its inbound operations
DEREGULATION AND THE WHOLESALE restructuring of the utilities industry are strongly affecting how inbound telemarketing operations are managed in that sector, as KeySpan Corp. is finding out.
Brooklyn, NY-based KeySpan, formed through the merger of several utilities in New England and New York, plans to eliminate duplicate administrative programs and improve operational efficiencies.
At present, inbound calls are routed to centers based on the customer service areas of the utilities KeySpan absorbed. They include the former Boston Gas, Colonial Gas, Essex Gas, EnergyNorth Natural Gas, Brooklyn Union and Brooklyn Union of Long Island.
It’s expected to take at least one year for KeySpan to resolve union contract and work-sharing issues predating the mergers of the utilities to finish integrating and consolidating inherited teleservices operations, including two located in New York.
The new holding company has locations in Boston, Brooklyn and Long Island, NY. KeySpan is the largest distributor of natural gas in the Northeast and biggest investor-owned electric generator in New York.
To help consolidate and integrate its customer interaction centers, KeySpan hired Teloquent, a Billerica, MA-based teleservices technology firm.
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