Citizens Energy Group focuses on call centers

State regulators concerned with wait times

INDIANAPOLIS - One day after state regulators announced their investigation of Citizens Energy Group , the utility company says it has been making progress on customer service.

The Indiana Utility Regulatory Commission said the primary issues it's investigating are related to the quality of customer service, billing compliance and payment application compliance.

Citizens provides energy to more than 266,000 customers in and around Marion County. Citizens call centers get about 5,000 calls each day.

For customers who called in on Monday, the volume was high and it took more than six minutes to talk to a customer service representative.

By Wednesday, the wait was down to a minute and a half.

State regulators were concerned that many customers were waiting too long to talk to somebody to get their issues resolved.

The company said it has 90 people to handle customers’ concerns.

"We do know and recognize that customers in the past have waited on hold for too long and we don't want to that to happen. So we are doing our best every day to mitigate that," Citizens spokeswoman Sarah Holsapple said.

In an effort to be transparent, Citizens Energy sends the IURC a biweekly report about what happens at its call center.

Citizens Energy recorded its worst wait times at its call center in February 2013. Customers waited more than 10 minutes.

The company plans to challenge the State’s concerns about its billing practices at a hearing scheduled for April 22.

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