Washington Gas, a WGL Holdings (NYSE:WGL) company, today announced that
it will establish its customer service, credit and collections and
billing operations in Virginia through a new five-year agreement with
Faneuil, a call center services company specializing in customer care
for the utility and other industries. Through this agreement, more than
200 new jobs will be established in Virginia as Washington Gas
transitions from offshore customer service operations to two fully
redundant call centers in Hampton and Martinsville by the end of next
"Faneuil has a well-established track record of success in the utility
sector, applying advanced technology in intelligent call routing
combined with skilled personnel well trained in first-call resolution,"
said Adrian Chapman, President and Chief Operating Officer of Washington
Gas and WGL Holdings. "Our mission is to provide energy answers to our
customers - quickly and simply - and I am confident we have selected a
partner that will help us achieve new highs in customer satisfaction."
Washington Gas will begin the transition of its call center operations
to Faneuil this year and expects to complete the customer service and
credit and collections transition by the end of July 2016. The billing
operations transition is expected to be completed by the end of calendar
"We welcome WGL's decision to bring more than 200 Washington Gas jobs to
Virginia, another tangible sign of the progress we are making to foster
business growth in the Commonwealth," said Virginia Governor Terry
McAuliffe. "While this agreement supports our efforts to build a new
Virginia economy, we are also encouraged by the customer experience
benefits it promises for Washington Gas customers in Virginia and
throughout its service territory."
Both call centers will provide high quality, best-in-class customer
service capabilities with extensive utility experience when handling
direct customer interactions. Faneuil's client-first approach aligns
well with Washington Gas.
"We are honored to have been selected by Washington Gas to provide
customer care and supporting services for its more than one million
customers in Virginia, Maryland and the District of Columbia," said
Faneuil President and Chief Executive Officer Anna Van Buren. "As our
companies establish and build this new partnership, Faneuil's ongoing
objective will be to focus intently on the needs of Washington Gas
customers in delivering consistently exceptional service that reinforces
the distinctive brand of Washington Gas," she added. "We are also proud
to be able to join Washington Gas in creating more than 200 jobs in our
home state of Virginia."
About Washington Gas
Washington Gas Light Company is a regulated natural gas utility
providing safe, reliable natural gas service to more than 1.1 million
customers in the District of Columbia, Maryland and Virginia. A
subsidiary of WGL Holdings, Inc., the company has been providing energy
to residential, commercial and industrial customers for more than 166
WGL (NYSE: WGL), headquartered in Washington, D.C., is a leading source
for clean, efficient and diverse energy solutions. With activities and
assets across the U.S., WGL consists of Washington Gas, WGL Energy, WGL
Midstream and Hampshire Gas. WGL provides options for natural gas,
electricity, green power and energy services, including generation,
storage, transportation, distribution, supply and efficiency. Our
calling as a company is to make energy surprisingly easy for our
employees, our community and all our customers. Whether you are a
homeowner or renter, small business or multinational corporation, state
and local or federal agency, WGL is here to provide Energy Answers. Ask
Us. For more information, visit us at www.wgl.com.
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WGL Holdings, Inc.
Source: WGL Holdings, Inc.
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