Volume 14, Issue 7 February 27, 2017
In this Issue
WGL Energy and Faneuil Celebrate One-Year Anniversary of Contact Center Opening in Hampton, Virginia
Editor's Note
February Holds Potential for New Records
Events
Join WGL Energy at One of These Upcoming Events
Natural Gas Fundamentals
Natural Gas Storage Update
Rig Count for Natural Gas
NYMEX Natural Gas Monthly Settlements for the Past 12 Months
NYMEX Values per Month for the Forward 12 Months
NYMEX Graph for Natural Gas - 12 Month Average Price per Therm at the Louisiana Well-Head
PJM Electricity
PJM Graph for Electricity - 12 Month Average Peak Power Price
Weather
Local Heating Degree Days*
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WGL Energy and Faneuil Celebrate One-Year Anniversary of Contact Center Opening in Hampton, Virginia
New contact center achieves impressive results during first year of operations

 

A little over a year ago, on Monday, February 15, 2016, WGL Energy Services, Inc. (WGL Energy) and Faneuil, Inc. officially opened a new customer contact center in Hampton, Virginia.

The flurry of activity to move the operation began long before then, with an intensive planning and transition period starting in the winter of 2015. Wendy Trask, Director of Customer Experience for WGL Energy, recalls just how much work went in to what turned out to be a smooth and seamless move. “Upon selecting Faneuil as our new contact center partner, we began the complex process of planning and executing the move,” says Trask. “This meant transitioning our customer care, back office and collections functions from the legacy call center to the new, state-of-the-art contact center, with little or no impact to our customers”.


Dana Naylor, one of our customer service representatives, proudly serves customers by making energy surprisingly easy.

As with any major move of this magnitude, there were bound to be bumps in the road. The joint team worked to resolve them prior to the “go live” date, paving the way for a smooth and seamless transition. As she looked back on the move last week, Trask credited the exceptional team of WGL and Faneuil people who committed their time, energy and passion to making it a success – including a diverse team of people from various parts of the WGL family, including: Customer Experience, Supply Chain, Office of General Counsel, Project Management Organization and Information Technology. 

While still young, our new contact center has achieved some impressive results during its first year of operation. Our customer satisfaction score is averaging 91.2% (as measured by the percent of customers who report being “overall satisfied” with their WGL Energy contact center experience).

To contact our customer care center, please call us at 1-844-4ASKWGL (1-844-427-5945) or visit our website at wglenergy.com.

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WGL Energy delivers a full spectrum of energy offerings, including electricity, natural gas, renewable energy, carbon reduction, distributed generation and energy efficiency provided by WGL Energy Services, Inc. and WGL Energy Systems, Inc.

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