KISSIMMEE, Fla., September 20, 2007 – Unprecedented growth in Osceola County has prompted the Kissimmee Utility Authority (KUA) to launch a four-pronged plan to ensure continued high levels of customer service.
The plan includes the installation of additional phone lines, new direct-dial numbers for outage reporting and customer service, expanded parking at the utility’s customer service center and the hiring of additional customer service personnel.
Details of the plan include:
1. Additional Phone Lines
Customer phone traffic in August was 63 percent higher than the same month in 2006. To address this increase, KUA will expand by 33 percent the number of inbound/outbound telephone lines to its main number, 407-933-7777. These lines will be in place by Sept. 25.
2. New Direct-Dial Numbers
At the same time, the utility has established two new numbers to assist with the flow of telephone traffic. Effective immediately, the following numbers should be used:
Power outages – 407-933-9898
Customer service – 407-933-9800
These new numbers allow the customer to bypass the automated attendant and proceed directly into the respective queue. Customers will still be able to report outages and access customer service representatives using the main number, 407-933-7777.
3. Expanded Parking
Vehicle traffic to KUA’s customer service center has increased by more than 50 percent since 2006. The KUA board of directors recently approved the expansion of the existing parking lot which will increase the number of vehicle spaces by 130 percent.
Construction is slated to begin in October and is expected to take approximately four months to complete.
4. Additional Staff
The number of walk-in customers at KUA’s customer service center has increased by 46 percent since 2006. Earlier this month, the utility hired additional customer service representatives to staff both the call center and the lobby.
Most of these representatives are bilingual and able to serve both English and Spanish-speaking customers.
KUA offers a variety of methods for bill payment, including the utility’s automated telephone service, online at www.kua.com or at a Vcom kiosk at any area 7-Eleven convenience store.
Founded in 1901, KUA (www.kua.com) is Florida’s sixth largest community-owned utility providing electric and telecommunication services to 170,000 residents in five Central Florida counties.
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Chris M. Gent