Storm Prompts SMUD To Improve Call Center

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(Sacramento, CA)
Thursday, February 7, 2008

The January 4th storm knocked out power to 150,000 SMUD customers in the Sacramento area. Utility director Susan Patterson says it also took a toll on their call center.

"We were overwhelmed. A lot of people got either a busy signal or…to leave a message. And so it wasn’t as effective as it could have been. We’re analyzing that right now and trying to figure out a way that we can improve the customer service in the event of a future storm."   

Patterson told Rancho Cordova City Council members this week that the utility received 106,000 calls on the day of the storm. On a normal day, the utility gets four-thousand calls.