POWERGRAMS

3 "Thank you for calling Alabama Power. This is Amy, how may I assist you today?" is more than a greeting – it's a first impression to more than 1.3 million callers each year. These calls, taken from across the state, are handled by employees of seemingly superhuman powers: customer care associates. For a company that provides 24/7 electric service, customer care associates provide 24/7 customer service. Located in two call centers, a team of 96 associates serves on day and night shifts around the clock. For Debra Miles, a senior customer care associate at the Southern Call Center (SCC) in Montgomery, working on the team is an opportunity to do what she has always felt called to do – serve others. "I love to help people," Miles said. "That is one of the reasons why I love this job. I know that what I am doing is making a positive difference in the lives of our customers." Miles has been a customer care associate for seven years. She exudes a sense of calm and congeniality as she handles call after call, helping point each customer in the right direction. For her, these traits come naturally, but are what she puts into practice with each call that comes in, no matter the circumstance. "You've got to be ready and focused. It is my priority to always be courteous and to do everything I can to help their situation," Miles said. In the North Customer Call Center, located in Birmingham's Corporate Headquarters, Customer Care Associate Amy Wright agrees, noting that getting to work early is one of the ways she ensures she is able to deliver the best service possible. "I make a point to get to work 30 minutes early each day. It's important for me to be ready, and this step makes the rest of the day smoother," Wright said. "I pray every day for the Lord to give me the words to say and for others to know that I care about them." Wright, like Miles, works a day shift beginning at 8 a.m. Monday through Friday. Wright notes that she has the first five minutes for preparation and at 8:05 a.m., she "autos in" to answer her first call. For the rest of the day, she will answer calls, taking scheduled breaks in between, until her shift ends at 5 p.m. When customers call the Customer Service line, they are directed to an automated messaging system called a voice response unit. Through the VRU, they are able to follow prompts that help direct them to associates trained to answer a multitude of specific inquiries. Associates, such as Miles and Wright, speak directly with the customer. Their abilities to multitask, stay calm under pressure and share their knowledge quickly kick in. Alabama Power maintains a standard that no customer will wait longer than two minutes for an associate, so time is of the essence. As Miles pleasantly answers a call, she immediately is accessing the customer's account information on her computer. As multiple windows open simultaneously, she asks the customer questions, first to verify the account and then to understand the inquiry. All this while typing, accessing data and taking notes. "The first thing I do is type their name on this notepad on my desktop," Miles points out. "One of the ways our customers feel valued is when we know their names. So this is one of the tips I have picked up along the way to make sure I don't forget – things can move so quickly on a call and this is one step I make sure to do to provide quality service." For this particular call about a budget billing account, Miles is personable and listens patiently as the customer shares about a family member passing away. Miles offers her sympathy. While the customer shares concerns about the account, Miles is deftly investigating their account history. Not only does she help identify the problem but she is able to advise the customer on actionable next steps and calmly explains the reasons behind the account status. From her conversational tone and knowledgeable answers, the customer will never know just how much Miles is managing behind the scenes. Though she is working constantly, the customer never knows Miles is engaged in any activity other than their phone conversation. "I know that our customers have real concerns and real questions," Miles said. "You have to love people and to love talking to do this job. Sometimes our customers just want someone to listen to them and I want them to know that I really do care about helping them find a solution." For Wright, showing that she empathizes and understands the customer both help in her conversations. She answers a variety of calls, including inquiries into billing, appliance sales or general company information. "In any type of call, especially ones of high stress, I try to slow down the process, say the customer's name and use phrases that show them that I understand where they are coming from," Wright said. "By the end of the call, you can Miles A True Calling ASSOCIATES CARE FOR APC CUSTOMERS 24/7 Wright

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