Duquesne Light Company Gets Rapid Results With IVR Containment

Delivering on customer expectations, customer centricity, and affordability are key areas of concentration for Duquesne Light Company. Focus areas include providing an excellent experience across all channels as efficiently as possible. In a continuous improvement initiative, DLC assembled a cross-functional team and challenged them to improve customer experience and demonstrate an IVR containment rate of at least 42% within 100 days. The core team was made up of nine people from various groups in the Customer Service and IT organizations, but the team worked with dozens of colleagues across the enterprise who helped to make the project a success.

This initiative was recognized with a Bronze Award for Digital Experience in Chartwell's 2024 Best Practices Awards.

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