Georgia EMC Partners with ProCore Solutions for Call Support
February 2004
Georgia Electric Membership Corporation (Georgia EMC) is the statewide trade association serving Georgia's 42 electric membership cooperatives (EMCs), Georgia Transmission Corporation and Oglethorpe Power. Through Georgia EMC, all of Georgia's electric cooperatives pool their resources to gain strength and efficiency on issues common to the EMCs. Services offered by Georgia EMC include legislative representation at the state and national levels, safety and training programs, economic development, benefit administration, youth and community programs, media relations and a monthly magazine for Georgia's EMC consumers.
Since gas deregulation and the establishment of service standards by the PSC, consumers of the EMCs call Georgia EMC, thinking that Georgia EMC has influence over the 42 Statewide EMCs. This misunderstanding has generated many phone calls and requests that Georgia EMC does not have the authority or ability to resolve.
As Georgia EMC evaluated workforce requirements with workloads, they recognized that outsourcing consumer complaint calls to ProCore Solutions was the best solution. Through the agreement, ProCore Solutions answers all complaint calls and completes a database which is emailed immediately to Georgia EMC. Georgia EMC then passes the information on to the EMC.