Today, Oncor signed a 5-year agreement with Vertex Business Services to manage two Oncor contact centers in Texas. Oncor responds to more than 3 million calls and written inquiries annually on behalf of every retail electric provider operating in its service area.
Richardson, Texas-based Vertex North America will operate an existing center in Waco and provide services from a new location in Corinth. The transition will begin immediately and will be complete by 1 February in both locations. Vertex will initially employ 143 people.
“Oncor believes in supporting the communities we serve and delivering superior customer service. Our priority when we began negotiating this agreement was to keep jobs in Texas and to improve our service capability. We’ve achieved both goals with this contract,” Oncor Senior Vice President of Business Operations Brenda Jackson said. “Retaining jobs is an important piece of good news in these difficult economic times.”
A third Oncor location in Palestine, Texas that handles revenue-related contacts will remain in operation and continue supporting other Oncor functions.
“Oncor believes that being able to request assistance from fellow Texans is a real positive,” Jackson said. “Vertex understood and shared our commitment to staying in-state. Our agreement also calls for the introduction of new technologies to help consumers communicate with us.”
Dan Sullivan, Managing Director, Utilities, Vertex North America said: “We are delighted to have this opportunity to partner with Oncor to bring reliable and innovative service to their customers. We look forward to the opportunities ahead as Oncor leads the way in an exciting and rapidly changing utilities industry.”
For more information please visit Vertex.
About Oncor: Oncor Electric Delivery Company LLC (“Oncor”) is a regulated electricity distribution and transmission business that uses superior asset management skills to provide reliable electricity delivery to consumers. Oncor operates the largest distribution and transmission system in Texas, delivering power to approximately 3 million homes and businesses and operating approximately 117,000 miles of transmission and distribution lines in Texas. While Oncor is owned by a limited number of investors (including majority owner, Energy Future Holdings Corp.), Oncor is managed by its Board of Directors, which is comprised of a majority of independent directors.