Recently, our Contact Center agents got a chance to team up with seasoned field technicians from Oklahoma Natural Gas. 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 get out and see a different side of our business while allowing our field employees to ask questions about what our customer service representatives do,” said Cynthia Johnson-Ramirez, manager of Oklahoma Natural Gas’ Contact Centers. “It was a very effective partnership.”

Participants saw firsthand what field techs do daily and observed them directly serving customers.

Cynthia added that the ride-along helps with cross-training. 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. 

“It was a great experience with each of the customer visits being different. It was a wonderful opportunity to be in the field and get a better look at how we operate,” said Julie, an Oklahoma Natural Gas Contact Center agent.

Our Contact Center agents are available 7 a.m.-7 p.m. Central time Monday through Friday. Learn how to connect with us at Oklahoma Natural Gas - Contact Us.