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TECO Energy : Serving Customers Better with a New Phone System

06/07/2014 | 05:26am US/Eastern

TAMPA, Fla., June 6 -- Tampa Electric issued the following news release:

This spring, the companies of TECO Energy launched a new and improved phone system to help handle the more than 10,000 daily calls. The most noticeable change is the voice that greets customers when they call - a male voice that Tampa Electric and Peoples Gas customers chose via Facebook last year.

Other new features of the system include:

* Voice recognition - customers can speak their requests

* A simplified and streamlined menu

* Automatic routing - the system will try to anticipate why customers are calling and route them appropriately

* More self-service options

For requests that require more personalized attention, following the menu options will ensure prompt and accurate service from a specifically trained representative.

"We average more than 10,000 calls a day from Tampa Electric and Peoples Gas customers, and the automated phone system helps us manage that volume," said Bruce Narzissenfeld, vice president of Customer Service. "It is the backbone of our Customer Care department."

With the phone system as the main customer service point of contact for TECO customers, this investment demonstrates the company's ongoing commitment to customer service. "People are skeptical about talking to a machine when they have an issue they need to resolve. This new system gives customers a better telephone experience," said Narzissenfeld. "Customer Service is one of our corporate values, and we take it seriously."

Tampa Electric and Peoples Gas worked for more than a year on the phone system upgrades.

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