Customer Contact Center

1
Customer Contact Center C3
2
Whos Who

• Customer Contact Center Managers
• Betty Stewart Contact Center Dallas and Waco
• Christal Davis Quality, Training and Technical
  Support
• Customer Contact Center Supervisors
• Joyce Martin Contact Center Teams
• Tim Tekell E-Business Contact Center Teams
• Rocky Rhodes New Construction Management
  Center City Inspections
• Kevin Hollingsworth Waco Outage Center (24x7)

3
Were here for you

• Business Support ..
  888-313-6934
• Monday - Friday 800 a.m. - 500 p.m.
• Emergencies 24 Hours a Day/ 7 Days a Week
• For use by Competitive Retailers only (Access
  Code Required)
• Service Request Inquiries, Outage Status,
  Requests for ESI Misc Support
• 24/7 Automated City Inspection Status Available
• Service Requests ... 888-313-6862
• Monday - Friday 800 a.m. - 500 p.m.
• After Hours Reconnects 24 Hours a Day/ 7Days a
  Week
• For Use by EUC of Option 2 3 Competitive
  Retailer
• Re-reads, Temporary Disconnects/Reconnects
  Misc Meter Requests
• 24/7 Automated City Inspection Status Available

4
Were here for you

• Outage Notification . . . . . . . . . . . . . . .
  . . 888-313-4747
• 24 Hours a Day/ 7 Days a Week
• Combination of Reporting Provided by
  Representatives Automated System (TFCC Twenty
  First Century Communications)
• Outage Reporting from all EUCs and CRs
• Street Light Outages
• Fire Police Department Emergency Calls
• WARM Bulletin Board Updates
• New Construction Management Center . .
  . 888-222-2045
• Fax Number 888-222-9716
• E-mail c3ncmc_at_oncorgroup.com
• Monday-Friday 700 a.m. - 700 p.m.
• Saturday 800 a.m. - Noon
• Establish Premises, Initiate Installation of
  Underground Service Laterals, Maintain 911
  Address Changes City Annexations.

5
Were here for you

• E-Business
• Fax Number 800-666-3406
• E-mail contactcenter_at_oncorgroup.com
• Historical Usage Requests, Special Needs/Life
  Support, Priority Spreadsheet Unexecuted
  Service Order Notification to CR and EUC
• Electronically Signed Submitted LOAs are
  Accepted
• When Requesting Historical Usage Information an
  Excel Spreadsheet with ESID is Preferred
• City Inspections
• 24/7 Automated City Inspection Status Available
• City Inspections Posted to Pending Service Orders
• 100 of City Inspections Posted Same Day
• Maintain City Inspection Requirements via Web for
  CR Utilization
• FAST Help (Field Action Support Team)
• Internal Liaison Between CR and Oncor Field
  Personnel
• Non-pay Disconnects, Service Diversion
  (Tampering), Move-out Disconnect Service Meter
  Number Verification

6
Come Us Out

• Priority Request
• Historical Usage
• Special Needs/Life Support
• Establishing an ESID