FEATURE
The connection point to the customers is the contact center. The ability of agents to authentically understand and respond to their issues is critical to maintaining their loyalty. That also means ensuring that the agents remain connected and protected.
THE GAS SOUTH STORY
Gas South is a leading natural gas supplier headquartered in Atlanta, Georgia. The company serves nearly 500,000 residential, commercial, industrial, and wholesale customers across several southern, mid-Atlantic, and midwestern states.
Founded in 2006, Gas South, a subsidiary of Cobb EMC, utilizes gas distribution companies, notably Atlanta Gas Light, to deliver the fuel to its customers’ premises.
The company’ s mission, according to Jenni Hawkins, Vice President of Customer Care, Gas South,“ is to be the energy provider of choice by delivering exceptional value, service, and simplicity.
“ We are also purpose-driven: giving back 5 % of our annual profits to organizations that support children in need. That commitment to being a‘ Fuel for Good’ is central to who we are and how we serve our customers and communities.”
To learn more about how Gas South does just that, enabled and assisted by its contact center teams, I had a virtual conversation with Jenni.
WHAT ARE THE KEY CHALLENGES, BUT ALSO THE OPPORTUNITIES, YOU HAVE IN RETAINING / MAINTAINING THE LOYALTY / REFERRAL PROPENSITY OF YOUR CUSTOMERS? IN GROW- ING YOUR CUSTOMER BASE AND REVENUES?
A: In a deregulated natural gas market, customers can switch providers, subject to their contract terms, so loyalty isn’ t a given: it’ s earned through trust, transparency, and exceptional, people-first service.
We operate in an environment where fluctuating natural gas markets can drive price volatility, and cold weather can lead to higher usage and affordability concerns for customers. That makes it critical to deliver not just competitive rates, but also clarity and support.
We differentiate with consistently competitive and transparent pricing: no deposits, no hidden fees, and no surprises on our bills.
Just as importantly, we differentiate through the service experience. Our team members are highly skilled at helping customers select the right plans and navigate any financial challenges through flexible payment options and connections to support resources.
We are also committed to responsiveness – answering 85 % of calls within 90 seconds in 2025 – which reinforces our brand as accessible and customer-focused.
The results are measurable, with strong customer satisfaction, thousands of 5-star Google reviews, and continued market share growth.
AT A GLANCE
1. HOW MANY AGENTS DO YOU HAVE?
-- Approximately 100
2. WHAT IS YOUR CONTACT VOLUME( ANNUALLY)?
-- 700,000-plus contacts
3. WHAT IS THE SPLIT BETWEEN INBOUND AND OUTBOUND?
-- Mostly inbound, with some targeted service outreach occasionally
4. WHAT IS THE SPLIT BETWEEN INBOUND CHANNELS?
--87 % phones, 6 % chat, 7 % email
5. ARE YOUR AGENTS IN-HOUSE OR OUTSOURCED AND IF SO, WHAT IS THE SPLIT?
--100 % of frontline, customer-facing agents are in-house
6. HOW MANY AGENTS ARE ON-PREMISE AND HOW MANY ARE REMOTE?
--Agents are hybrid following in office new-hire training, coming into the office monthly for engagement day activities like training, team meetings, business updates, leader roundtables, socials, and community service.
7. WHERE ARE YOUR ON-PREMISE AGENT CONTACT CENTERS AND REMOTE AGENTS LOCATED?
--Atlanta, Georgia and Gainesville, Florida
8. WHAT ARE THE KEY CONTACT CENTER TECHNOLOGIES THAT YOU USE?
--Oracle Customer Information System, Five9 phone system, Verint Workforce Management, PowerBI for reporting / dashboards
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