Call Center Tours

10:00 am Thursday, May 24

Two great options that will be fun, inspiring and truly educational.

Each year our Call Center Tours grow in popularity. On the last day of the conference, attendees experience the unique opportunity to visit a call center other than their own.

A combination tour of Orange County Utilities and the Orlando Utilities Commission

The Orange County Utilities Call Center manages all customer interactions for a rapidly growing utility. The call center staff, comprised of 23 representatives, receives over 40,000 calls each month from citizens throughout the County. The majority of their calls are regarding water, wastewater, reclaim, and solid waste service.

The call center for the OUC services a municipal electric and water utility serving 170,000 customers in the Orlando area. Attendees will view all aspects of their call center operations – inbound calls, e-mail, IVR, quality assurance, call routing, agent reporting, hiring, and retention. This combination tour departs at 10:00 am and returns at 2:00 pm.

Sponsored by: 

The Oracle Support Center

Oracle is an enterprise software provider. They plan an open forum, panel discussion with support center management. After a brief overview of Oracle Support, attendees will have the chance to ask questions about a variety of support center topics; metrics, reporting, training/staffing, telecommuting, tools, business continuity, escalation management, best practices, lessons learned and much more. This tour departs at 10:00 am and returns at 1:30 pm.

These tours run simultaneously. Sign-up sheets will be available in Orlando at registration.

Lunch is provided. Be sure to sign up early - space is limited.