Staff Your Utility Contact Center With PUC-Trained Agents

We staff utility contact centers with explicit attention to state PUC tariff rules, assistance-program eligibility logic and storm-surge readiness. Every billing and disconnection candidate is screened on a state-tariff-specific scenario — the candidate handles a simulated arrears call and we score for assistance-program prompting, deferred-payment-plan accuracy and disconnection-notice timing. Bilingual Spanish candidates for assistance-program intake are recruited primarily from Guadalajara and Mexico City for the cultural fluency on financial-hardship conversations. Storm-surge readiness is built on retainer — quarterly bench refresh of utility-trained agents available for 72-hour stand-up against your historical event volume and PSPS calendar (where applicable). Outage-reporting agents are screened on map-tool fluency and dispatch-coordination process; field-coordinator support is placed onshore for shift-overlap with line crews. Every cohort completes state-PUC-specific tariff training, LIHEAP and weatherization-program eligibility briefing, and a storm-protocol orientation before going live. We do not deliver the tariff training itself — that stays with your compliance and regulatory team — but we coordinate the calendar and verify completion before live volume.