Just Energy heats up its Customer Service - and makes history

TORONTO, Aug. 10 /CNW/ - Just Energy made history in June when it became the first company in Canada in which all Contact Centre management staff completed the full course of study leading to the Certificate of Technical Expertise in Contact Centre Management from the Institute for Contact Professionals (ICP).

Just Energy now has more staff with completed ICP Certificates than any other company in Canada.

Just Energy knows that engaged, well-trained employees attract loyal, happy customers so it made a strategic decision in 2009 to invest in the professional development of their Call Centre staff. In 2008 Just Energy was recognized as a Contact Centre Employer of Choice(R).

"Every Manager at Just Energy has been trained on current Best Practices, which will definitely help us to deliver continuous improvements in our customer service, people management, processes and technology" says Martin Johnson, Senior Vice-President of Customer Service. "Education is fundamental to our goal of becoming the energy supplier of choice for residential and commercial customers. With more than 1.6 million customers in North America, we have 1.6 million reasons to provide the best service for energy consumers."

"Many companies talk about improving Customer Service, but Just Energy actually does something about it" says Elizabeth Winter, Founder of the Institute for Contact Professionals. "They know that training doesn't cost-it pays. Having well-trained staff leads to improvements in customer satisfaction and operational superiority. Customer service - and energy - are very competitive businesses."

Just Energy has provided residential and commercial customers with fixed-price and price-protected contracts for natural gas and/or electricity since 1997. Their Contact Centre supports more than 1.6 million customers across 15 U.S. states and 5 Canadian provinces. www.justenergy.com

With over 1,500 clients, the Contact Professionals Alliance and its training branch the Institute for Contact Professionals is the largest peer-to-peer Call Centre community in Canada. ICP's Certificate program was created in 2006 to replace trial-and-error learning with peer-to-peer training in Best Practices. The Certificate program has been adopted by over 150 Canadian Centres. www.cpacan.com

For further information: or interview requests, contact: ICP, Elizabeth Winter, [phone], [email protected]; Just Energy, Gord Potter, Executive V.P., [phone], [email protected]