Alabama Power provides electricity to 1.3 million homes and businesses in the southern two-thirds of Alabama. It is one of five U.S. utilities operated by Southern Company, one of the nation’s largest producers of electricity. Alabama Power’s top priority is taking care of its customers by keeping reliability high and power rates low.

eQuality proved to be the right technology to help Alabama Power capture customer intelligence and improve workforce performance. “eQuality is the best tool we have to support our customer service program,” explains Suzan Adderholt, quality supervisor for Alabama Power. "The software has made a huge difference in our level of service — complaints are down while compliments are up. We’ve also seen a decrease in call volume, which we believe indicates an increase in first-call resolution.”

• Raised customer satisfaction
• Increased first-call resolution
• Increased both agent and supervisor productivity