NYSEG Launches New Training Program for Call Center Representatives
Pilot program aims to accelerate high quality training for customer service representatives
NYSEG strives to limit number of call transfers and create more well-rounded personnel
BINGHAMTON, N.Y. — March 20, 2025 — New York State Electric & Gas (NYSEG) today announced it has launched a new training program that aims to improve overall customer satisfaction. This customer service pilot program began in January and aims to reduce call transfers, increase collaboration, and develop more knowledgeable representatives within six months of their hire.
“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.”
In partnership with IBEW Local 10, NYSEG strives to equip its representatives with the knowledge and experience to fully support customers within their first six months of employment. For the first three months, employees will learn industry subjects including billing, move in and move out, and credit and collections. This includes on-the-job training with trainers, supervisors, and support staff in the classroom.
After the first three months, trainees move to the NYSEG call center floor where they will “nest” with their supervisor and training group for an additional three months. During this period, rather than transfer a call if they cannot answer a question posed by a customer, the representative works directly with their nesting team and supervisor to find answers and solutions. This consistency throughout the training process allows representatives to build confidence in their skills, enabling them to become more well-rounded agents.
NYSEG has nearly two million customers across New York and receives several thousand calls per day. Because of this, having a strong customer service program is critical. The Company traditionally dedicates approximately 18 months to train customer service personnel in all necessary skillsets. By accelerating the training and nesting new employees with the same group and supervisor for a six-month period, NYSEG anticipates creating a more efficient customer service experience. Approximately 35 people are participating in this pilot training program. It will be analyzed following the six months to determine long-term applicability.
Customer service is at the forefront of NYSEG’s priorities. In addition to this pilot program, NYSEG is investing more than $1 billion to improve customer service and enhance the customer experience. NYSEG continues to modernize the call center infrastructure, including launching Ava, an AI energy assistant, who is able to answer billing and other frequently asked questions around the clock. The Company has prioritized improving its website with educational resources and increased payment options such as Google and Apple Pay. It has also launched its Energy Manager on the mobile app for customers to receive energy insights at the tip of their finger. The Company also continues to invest in a talented workforce, reaffirming its commitment to customer service.
Media Contact:
Michael Baggerman