CallCenterTour

Pepco has graciously offered to open their D.C. contact center to a limited number of participants. The center answers 2.2 million customer inquiries annually and uses innovative technological applications to serve 753,000 DC and Maryland customers. To handle this immense volume, they realize IVR/VRU Natural Language, Virtual Hold, IEX, HVCA outage reporting, Workforce Management. they have recenlty implemented "Agent@Home" pilot programs for internet and phone reps.

As the final General Session of Conference 33 concludes, a bus will be waiting for call center professionals on their way downtown for an interesting look at a busy call center.

Interested participants can sign up during on-site conference check-in.

About Pepco

Pepco is a regulated electric utility that provides transmission and distribution services and is a wholly owned subsidiary of Pepco Holdings, Inc. (PHI). We deliver electricity to more than 750,000 homes and businesses in the District of Columbia and the Maryland suburbs.

Pepco and its employees are committed to ensuring that our customers continue to receive the highest quality service available. We conduct our business responsibly and in a manner designed to protect the health and safety of our employees, our customers, the general public and the environment. We place a high value on being a good corporate citizen. We encourage and support our employees who give their time and energy creating a brighter future for others.

Pepco. We really are connected to you by more than power lines.