T&D World Magazine

Vertex to Manage Oncor Contact Centers

Oncor has signed a 5-year agreement with Vertex Business Services to manage two Oncor contact centers in Texas. Oncor responds to more than 3 million calls and written inquiries annually on behalf of every retail electric provider operating in its service area.

Richardson, Texas-based Vertex North America will operate an existing center in Waco and provide services from a new location in Corinth. The transition will begin immediately and will be complete by Feb. 1 in both locations. Vertex will employ 143 people to start.

“Oncor believes in supporting the communities we serve and delivering superior customer service. Our priority when we began negotiating this agreement was to keep jobs in Texas and to improve our service capability. We’ve achieved both goals with this contract,” Oncor Senior Vice President of Business Operations Brenda Jackson said. “Retaining jobs is an important piece of good news in these difficult economic times.”

A third Oncor location in Palestine that handles revenue-related contacts will remain in operation and continue supporting other Oncor functions.

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