Niagara Mohawk, a National Grid company based in Syracuse, provides electric service to approximately 1.5 million customers and natural gas to approximately 540,000 customers in upstate New York. Its parent company also has electricity distribution operations in New England. National Grid is an international, U.K.-based company that builds,
owns, and manages electricity and telecommunication networks.

Niagara Mohawk uses eQuality® to train and coach its CSRs, as part of the company’s revamped quality assurance program. Within
the last year, the utility has seen improvements in all key metrics, including a 23 percent increase in its average quality score and a 69 second reduction in average handle time.

• Raised customer satisfaction rating to
  85 percent, the highest in company history
• Increased average quality score by 23 percent
• Raised monthly service level by 18 percent, increasing the number of calls handled within 30 seconds
• Reduced average handle time by 69 seconds, including talk time and after-call wrap-up