Customer communications in system emergencies using voice processors

At Midlands Electricity PLC, performance is measured against certain standards of service; one of these standards refers to telephone answering. During December 1990 the United Kingdom suffered a particularly severe snow storm that caused widespread disruption of electricity supplies. An analysis of telephone answering performance during this emergency showed that improvements were required. The authors discuss the use of voice processors for telephone answering during electrical system emergencies and during office hours. The advantages of using this system are discussed