April 2003
Intermediate to advanced
303 pages
11h 36m
English
Content preview from Call Center Operation
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5.2 Energy 173
Chapter 5
5.2 Energy
Company: PPL EnergyPlus West
Profile
PPL EnergyPlus is a Fortune 500 company headquartered in Allentown,
Pennsylvania. The company markets and sells wholesale and retail energy
in 42 states and Canada and delivers energy to nearly six million customers
in the United States alone. Started 80 years ago, the company believes that
the future belongs to energy companies that understand customer needs
and are dedicated to providing competitively priced energy.
Challenge
Whenever an agent is required to negotiate a price over the phone, that
agent is essentially creating a verbal contract. PPL EnergyPlus realized that
it is critical ...
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