Recently, our Contact Center agents got a chance to team up with seasoned field technicians from Texas Gas Service. During their ride-along, they learned firsthand about customer needs in the field and how we service homes and businesses, giving them new insights on how to best solve customer issues.

The results were overwhelmingly positive and will help provide an even better customer experience.

“This was a great opportunity for agents to see a different side of our business while allowing our field employees to ask our customer service representatives questions too,” said Cynthia Johnson-Ramirez, manager of Texas Gas Service Contact Centers. “It was a very effective partnership.”

Participants saw firsthand what field techs do daily and observed them supporting our customers. 

Cynthia added that the ride-along helps with cross-functional training and enables agents to better solve customer questions. By observing technicians as they service meters, handle emergencies, and tackle other field responsibilities, Contact Center agents—who speak with customers daily—are better able to communicate with confidence and clarity and have a deeper understanding of how to resolve customer queries.

“I learned many things, but it was great to be able to learn and see each part of the meter, and the devices they use,” said Gabby, a Texas Gas Service Contact Center agent.

Our Contact Center agents are available from 7 a.m.-7 p.m. Central time, Monday through Friday. Learn how to connect with us at Texas Gas Service – Contact Us.