Jun
22

Investing in your Employees

Setting yourself apart in a competitive job market and keeping employees engaged is not an easy task – but it’s something my team does every day. Growing from a company of 50 employees 11 years ago, to more than 230 people, creates challenges and opportunities but we’re taking it head-on.

The team of six has made some substantial changes in the past year –introduction of a $15 minimum wage, creation of a formalized corporate wellness program, revamping the internal learning management system and updating the attendance policy to allow more flexibility.

One area where we have focused is creating more programs and initiatives to inspire and engage employees. We launched Gas South University, an internal learning management system, to improve competency-based training opportunities for all employees. It’s important for us to offer training and classes to all employees, especially the Customer Care agents. They are the voice and ears of the company – if they aren’t happy doing their job, we can’t provide an amazing customer experience.

 

I’m also proud that we recently received a Bronze Stevie Award in the 2017 American Business Awards in the HR Department of the Year category.

We’ve been busy at Gas South, but we want to make sure we’re doing everything we can to become a top workplace in Atlanta. Want to learn more about how we’re doing this? Read a recent article from HR Magazine where Secret Holland, Gas South HR director, shares her insights.

Jan
4

10 Accomplishments from Gas South’s 10th Year

In 2016, Gas South celebrated its 10th year of business, and it proved a pivotal one for the company.

We’re committed to cultivating a top workplace environment, providing exceptional customer service and supporting our local community. Here are 10 accomplishments from our 10th year that reaffirm our commitment to our culture, customers and the community:

Culture

  1. We earned a coveted spot on the Atlanta Journal-Constitution’s 2016 Top Workplaces for the first time. More than 2,500 companies and organizations applied and ultimately 165 were recognized, including Gas South. The rankings were based entirely on responses from an anonymous employee survey.
  2. We introduced a $15 minimum wage for all employees – more than double the federal rate and nearly triple Georgia’s minimum wage. The change resulted in pay increases for approximately 25 percent of the company’s workforce and most significantly impacted employees in Gas South’s customer care department.
  3. We celebrated our accomplishments with a 10-day event commemorating Gas South’s 10-year anniversary. The event series, “10 Days of Gas South,” included a daily theme to recognize and reward employees for their hard work and dedication. This campaign was recognized with a 2016 Phoenix Award from the Georgia Chapter of the Public Relations Society of America.

Customers

  1. We made major strides with our customer care transformation – moving from a transactional mindset to a focus on building amazing long-term customer relationships. This included an internal reorganization that moved all customer calls out of the sales organization and into the customer care organization to improve our commitment to providing the best customer service.
  2. We improved our customer communications to be more proactive, informative and actionable. Our locally-based customer care team continues to assist customers by phone as well as increasingly through social media channels.
  3. We continued to expand our increasingly popular Pick Your Perk program. We added new Pick Your Perk options, and we are increasingly communicating this program through multiple channels. We even expanded our great discounts for local attractions like the Georgia Aquarium, Stone Mountain Park and the Atlanta Ballet with more promo codes and deals for our valued customers.

Community

  1. We sponsored the fifth annual Charity Cornhole Challenge at SweetWater 420 Fest, awarding the $10,000 grand prize to the Atlanta Community Food Bank, one of the largest hunger relief organizations in the Southeast, as the tournament winner.
  2. We partnered with Cobb EMC to provide a Home Energy Efficiency Makeover worth approximately $20k. The makeover winners, Wes and Shannon Pilgrim, received new energy-efficient appliances, a bill credit from Cobb EMC, two years of free natural gas service from Gas South, and a new HVAC unit, water heater, insulation and duct work from Cobb Heating and Air Association members.
  3. For the sixth year, Gas South’s Bring the Heat™ campaign raised money for local nonprofits. This year, Braves pitchers threw a total of 1,227 strikeouts, resulting in $61,350 raised for The Salvation Army of Metro Atlanta and United Way of Greater Atlanta.
  4. We participated in Hands On Atlanta Day where 50 Gas South employees volunteered a total of 200 hours at Camp Timber Ridge in partnership with the Girl Scouts of Greater Atlanta. We helped spruce up the campground – chopping wood, clearing roadways, putting up new tents and painting pavilions.

As we reflect on our accomplishments in 2016, we’re excited for our 11th year and everything that is to come in 2017!

May
14

Providing better customer care

At Gas South, it’s our mission to provide the best customer service in the industry. That’s why, about a year ago, we decided to bring our customer care operations in-house.  We hired 100 of the best customer service agents and set about the task of making our already best-in-class service even better.

A year later, I’m proud to report that our commitment has proved to be a smashing success.  For example, since “insourcing” our call center:

– We have seen a 40 percent decrease in escalated calls.

– Customers are now getting the answers they need with a single call 98 percent of the time.

– Annual agent turnover rate has plunged from 35 percent before the change to less than 13 percent today.

In early May, Gas South held a party at our Marietta call center to celebrate these achievements and mark the first anniversary. It was an opportunity to thank the customer care team for their dedication and hard work.

Over the past year, we have invested a significant amount of resources into our customer care operations. We launched an online customer care team to handle inquiries via chat and email, improved our quality assurance process and developed seasonal training courses to ensure that agents provide timely information to customers.  All of these changes have served to empower our call center employees. They’re now even better able to assist our customers with any questions they may have.

It’s all part of Gas South’s commitment to provide the best natural gas service in Georgia.  And we appreciate hearing from our customers about how we are doing.  Send us an email at tellgassouth@gas-south.com.  We appreciate and value your feedback.