CTG Enables Anchorage Water & Wastewater Utility’s Contact Center Transformation

Key Challenges

Notifying 12,000+ customers via mail about their household’s pipe lead/copper status.

Ensuring superior customer service and minimizing wait times during the implementation.

Business Benefits

Achieved 100% Telephone Service Factor

0% Abandoned calls

<5 minutes Average Talk Time

<15 secondsAverage Time to Answer

Client

Anchorage Water and Wastewater Utility (AWWU), owned and operated by the Municipality of Anchorage, stands as Alaska’s premier water management organization. As the steward of one of the world’s most pristine water systems, AWWU manages an 850-mile-long distribution network that processes over 8.4 billion gallons annually and serves 40,000 customers.

In Their Words
“CTG provided exceptional support during the initial Lead/Copper Rule notification to AWWU customers. CTG demonstrated unwavering dedication to ensuring calls were answered promptly and effectively. Their commitment to timely service was instrumental in helping us meet our needs and best serve our ratepayers. We value CTG’s partnership and their efforts in maintaining the high standards of service our community deserves.”
– Sandy Baker, Anchorage Water and Wastewater Utility

Challenge

AWWU faced a significant challenge when they had to comply with the EPA Lead/Copper Rule requiring them to notify 12,000+ customers about their household’s pipe lead/copper status via mail. To ensure superior customer service and minimize wait times during the implementation of EPA Lead and Copper Regulations, AWWU took proactive steps to enhance their response capabilities. While the utility was already strengthening their internal team, they recognized an opportunity to optimize their customer service approach to handle both routine inquiries and anticipated questions about the Lead and Copper compliance notifications.

Solution

To address AWWU’s challenges, CTG implemented a comprehensive Amazon Connect Omnichannel Cloud Contact Center solution that efficiently managed the surge in Lead/Copper Rule inquiries while providing scalability and advanced capabilities. The solution featured real-time call sentiment analysis, automated outbound calling, and AI-powered tools, all supported by custom SQL reporting automation and PowerBI analytics.

Results

By following a clear and consistent implementation roadmap and completing extensive knowledge transfer, CTG was able to deploy a flexible staffing model with dedicated agents, supervisors, and a client services team that consistently achieved the following target metrics:

Telephone Service Factor: 100%
Abandoned calls: 0%
Average Talk Time: < 5 minutes (with progressive reductions as team expertise developed)
Average Time to Answer: < 15 seconds

This transformation enabled AWWU to establish a modern scalable contact center foundation with enhanced customer service capabilities.