KC Water Services has seen its customer service call center plagued with problems over the last few years. The agency recently went before the city council with a plan to hire an outside company that would work on improving customer service satisfaction for KC Water’s call center. The contract to bring in this outside company is expected to cost about $12 million over two years and will bring some local jobs into Kansas City as well.
Unfortunately for KC Water Services, it doesn’t seem as though the city council was all that impressed with the agency’s offering. One of the councilmen, Ed Ford, asked if the company KC Water selected was the only one available. The answer quickly came back that no, there are other firms that could be hired in order to improve the call center’s customer services.
Another councilman, John Sharp (News - Alert), also seemed a bit skeptical of the way that KC Water services handled the search. In particular, Sharp felt that the contract could have come up for bid, and that companies with more up-to-date software and customer service offerings should have been added to the mix. While no vote has been made on what the agency offered up, it doesn’t appear as if the city trusts what management at KC Water is doing.
A recent report revealed that KC Water needed to improve its customer service offerings after it was found that its management was “weak, employed limited critical thinking, poor attitudes and was an all around siloed organization.” With a report like that making the rounds, it’s not a real shock that the city council is taking what the agency is offering up with a rather large grain of salt.