Benchmarking IVR Performance Aleshia Bailey

About MCEC: Electric distribution cooperative serving the midlands of SC (5 counties) Headquartered in Lexington, SC Just over 40,000 members Approximately 50,000 active metered services

Porche: Installed Fall 2000 MCECs first IVR Initially interfaced with Gentrys Outage Management System (OMS), GenTCA Currently interfaced with Oracle Utilities Network Management System

Porche:
Our script allows customers to leave messages. Management wants to know how many calls come in for an outage, how many leave messages, and how quickly the messages are handled. Currently use Microsoft Access and ODBC to the Porche SQLServer database to export data

Porche:

Porche:

Telelink Account Inquiry: Previously used Western Union Speedpay for IVR payments
Customer charged $4.95 transaction fee Payments posted in batch nightly Transaction fee caused MCEC not to be able to receive Visa Utility Rate

Telelink Account Inquiry:

Telelink Account Inquiry (MCECs Easy Pay) went live December 2008
Customer not charged a transaction fee Real time posting to A/R MCEC now qualifies for Visa Utility Rate

Telelink Account Inquiry:

November 2008
NIGHT DEPOSIT WINDOW PAYMENTS THROUGH MAIL SPEEDPAY ACH SPEEDPAY CREDIT CARDS SPEEDPAY ATM ELECTRONIC ACH ELECTRONIC CREDIT BAD DEBT TRANSACTIONS BANK DRAFT Total: Speedpay Total: # 2,184 7,812 18,962 539 996 492 5,787 2,339 36 3,427 42,574 2,027 $ $292,487.29 $1,122,346.15 $3,370,087.68 $96,009.94 $167,707.88 $71,742.37 $780,876.36 $310,807.22 $4,216.85 $414,728.33 $6,631,010.07 $335,460.19 % of # 5 18 45 1 2 1 14 5 0 8 % of $ 4 17 51 1 3 1 12 5 0 6

2,027 x $4.95 = $10,033.65 cost to the customers

Telelink Account Inquiry:

April 2009
NIGHT DEPOSIT WINDOW PAYMENTS THROUGH MAIL EASY PAY ACH EASY PAY CREDIT CARD ELECTRONIC ACH ELECTRONIC CREDIT BAD DEBT TRANSACTIONS BANK DRAFT Total: Easy Pay Total: # 2,069 7,932 20,650 738 2,763 6,791 2,715 49 3,208 46,915 3,501 $ $335,078.46 $1,284,271.90 $3,547,906.49 $139,278.46 $460,415.40 $986,283.46 $561,790.18 $6,882.81 $426,924.54 $7,748,831.70 $599,693.86 % of # 4 17 44 2 6 14 6 0 7 % of $ 4 17 46 2 6 13 7 0 6

Questions/Contact: Questions Contact aleshia_d@mcecoop.com