50 Businesses, 50 Solutions: Electric utility switches to remote call center

When the power goes out for customers of Unitil, a small utility that services about 75,000 electric customers and 30,000 natural gas customers in New Hampshire, customer service calls are usually routed to a Concord call center with about 35 employees.

Nowadays, if you call Unitil, you’ll get a unique message, warning you that the customer service team has switched to remote work, and asking for your patience with any unexpected background noise.

“Please note you may hear background noise such as other family members or pets as our team member assists you,” the recording says.

For the full article (concordmonitor.com), click here.