Starting this week, CPS Energy’s Customer Service call center hours of operation are expanding to help ease long wait times. Customers can now call until 7 p.m. Monday through Friday for billing questions/assistance, and is extending hours on Saturdays, from 8 a.m. to 5 p.m.
We are keenly aware of the extended hold times and the busy signals. The new extended hours are part of a larger plan to fix that and make Customer Service a better experience overall for our community. A major goal is to reduce the average time it takes a customer service representative to answer a phone call to less than three minutes by February.
In the meantime, the best alternative is to take advantage of our quick and convenient self-service options like our fully loaded customer portal, Manage My Account. Customers can also take advantage of our automated phone system by calling 353-2222.
Both options allow customers to skip the long hold times and get right down to business. You can start or stop service, set up payment arrangements, request a billing statement, and take care of many other services. Best of all, these two options are available 24/7/365.
If customers cannot find an option that fits their needs using our self-service options, please note that the busiest call times are early in the week between 9 – 11 a.m. and 3 – 5 p.m., so if it’s possible to wait until Thursday or Friday, between 11 a.m. and 3 p.m., please do so. Saturdays are another good time to pick up the phone and handle business that requires customer assistance.
Customers who must call during our busiest times can use the virtual hold system, which offers a time when a customer service rep will call back, so you don’t have to wait on hold.
Call volumes increase during the summer each year, so to better assist our customers we will also be rolling out a new 12-month schedule which will provide even greater access.
To all of our customers, thanks for bearing with us through this difficult time. As you may know, a spike in estimated meter reads caused a massive backlog in our billing department, which then spilled into customer service as employees sought to correct bills. We’re working diligently to return customer service to a level our customers deserve.