NYSEG has launched a pilot training program aimed at improving customer service by reducing call transfers and enhancing representative expertise. The initiative, which began in January, seeks to equip new employees with comprehensive knowledge within six months, significantly cutting down the traditional 18-month training period.
“Ensuring satisfaction among our customers is one of NYSEG’s highest priorities,” said Patricia Nilsen, President and CEO of NYSEG and RG&E. “We’ve identified call transfers as one of the most prominent obstacles in our call centers. Customers, reasonably so, are frustrated having to repeat the same information multiple times to different people. This new training program will reduce the number of transfers, among other goals, so that customers can get their questions answered quicker and easier.”
Developed in partnership with IBEW Local 10, the program consists of two phases. During the first three months, trainees undergo intensive classroom education covering topics such as billing, move-ins and move-outs, and credit and collections. The curriculum integrates on-the-job training with support from trainers, supervisors, and experienced staff.
After this initial phase, trainees move to the call center floor for three months of supervised “nesting.” Instead of transferring calls when they lack answers, representatives work with their supervisors and training group to find solutions, helping them build confidence and competence.
With nearly two million customers and thousands of daily calls, NYSEG aims to create a more efficient customer service system through this program. Approximately 35 employees are currently participating, and NYSEG will evaluate the program’s effectiveness after six months to determine long-term implementation.
In addition to this initiative, NYSEG is investing more than $1 billion to improve customer service, including modernizing call center infrastructure and introducing Ava, an AI energy assistant. The company has also expanded digital resources, added new payment options like Google and Apple Pay, and enhanced its mobile app with an Energy Manager feature.
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