Overton Power District No. 5 in its continuing effort to provide customers with more ways to access their account information and improving the customer service experience will be introducing in August a state of the art Interactive Voice Response (IVR) system facilitating self-service options. An IVR system allows customers to interact with a company’s host system via a telephone keypad or by speech recognition, after which they can service their own inquiries by following the IVR dialogue.
Customers will be able to make payments, check the balance and due date on their account by calling the district’s local offices 24 hours a day, 7 seven days a week. Customers will also have the option to speak with a Customer Service Representative at any time.
Terry Romero, the district’s Assistant General Manger stated “We understand the importance for our customers to have access to their account. Sometimes they don’t have access to a computer or a smart phone to go online, or the time to wait for the next available customer service representative. Our new IVR system is the solution, if they just want to make a payment, check the balance on their account or inquire when their power bill is due. They just need to call and follow the prompts. Options are available in both English and Spanish.”