Although Bixia's customer center has doubled the number of people who take calls, and despite a lot of overtime, it is difficult for the staff to be enough during the big peaks when many customers want to make contact at the same time.
- There have been so many calls that we sometimes had long waiting times.
Therefore, we have also had a huge increase in emails.
We handle tens of thousands of emails every month, says Kyra Nilsson.
The economy in general
The conversations are not only about electricity bills but about the economy in general.
- Many customers have a big general financial concern and we become the one the customer can talk to about this.
We have now trained all staff in crisis management and how to deal with people in crisis.
In one case, the staff even contacted the police due to concerns that a customer would take his own life.
- It has happened on one occasion that a person expressed such concern about not being able to sort out the finances, that you can't take it anymore.
Then we raised the alarm to the police and we have also referred people to healthcare.
"Very tough conversations"
She says that the situation is stressful for the staff, who have a great understanding of the customers who call in.
- The hardest thing is meeting people who may not be able to stay in their home.
We become the valve where the customers pee.
There are also those who get angry and take out their anger on the person who answers the phone, and even threaten.
It can be very tough conversations, but the staff is fantastic and we support each other, says Kyra Nilsson.
The sharpest increase in the number of incoming calls took place in the autumn and is a comparison between the years 2021 and 2022. Customer service has increased from around 10 people to 20 people. Bixia is an electricity company owned by Tekniska verken in Linköping.