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Every storm hits a utility twice: outage calls first, bill calls a few weeks later. This 2-page checklist helps your team find the gaps while there’s still time to close them.
Five questions on call capacity, overnight overflow, downed-wire hand-offs, medical-baseline customers and where automation stops.
Five questions on hardship scripts, LIHEAP intake, moratorium dates, the standard on the bill call and the file a commission might ask for.
VPs of customer operations, contact center directors, and co-op CEOs and GMs who’d rather have the winter conversation in October.
Score each question Solid, Partly or Not yet. Take it into your next planning meeting. It takes about 15 minutes.
