To establish a competitive advantage early in a marketplace scheduled for deregulation, Tucson Electric Power Company embarked on a campaign to promote quality within its organization, starting with its call center. The company licensed eQuality to record and evaluate complete customer interactions and to analyze the metrics critical to performance optimization.

• Simplified and expanded role of basic reporting to one of overall performance analysis
• Improved performance and increased productivity, especially among group leaders
• Enhanced company image by increasing quality of customer service