Alliant Energy officials say the company is “on-sourcing” its Iowa-based call center operations to InnoSource, an Ohio-based staffing agency specializing in call center services.
As part of the agreement, “current call center employees based in Iowa will transition to become InnoSource employees while continuing to work from home, utilizing our technology systems for transparency and quality assurance monitoring,” said Melissa McCarville, senior communications partner with Alliant Energy.
The partnership will maintain about 140 jobs in the region, Ms. McCarville said, “supporting economic opportunities and community connections.”
Alliant call center employees choosing to transition to InnoSource will begin their employment with the new company Dec. 14.
“As part of our ongoing commitment to our customers and maintaining affordability, Alliant Energy continually seeks opportunities to improve operations and enhance efficiency,” Ms. McCarville said. “We regularly evaluate, redesign and transform how we do business to better serve our customers and communities.”
Alliant’s Wisconsin-based call center employees will not be transitioning to InnoSource, Ms. McCarville said, because those employees are covered under a collective bargaining agreement.
“Alliant Energy is committed to honoring this agreement, which includes providing alternative employment opportunities within Alliant Energy’s Wisconsin utility,” she said.
The new Alliant partnership, Ms. McCarville said, “will allow us to leverage InnoSource’s expertise in call center operations, improving efficiency, enhancing customer satisfaction, reducing costs and better serving our customers and communities. By partnering with InnoSource, we can improve key performance indicators like average speed of answering calls and first call resolution, enhancing customer satisfaction and regulatory reporting. This approach also provides scalability for varying call volumes (and) ensures low agent turnover.”
