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Georgia Natural Closes the Retail Marketing Gap

Georgia Natural Closes the Retail Marketing Gap

Due to its success in the race for Georgia gas customers, Georgia Natural Gas Services (GNGS) announced Monday it will open a new call center in Cobb County to help answer newly-acquired customers' questions. The Atlanta Gas Light (AGL) affiliate has won over one-third of the 839,000 total switches, second only to Scana Corp.'s 40% market share.

The call center is the latest move in the overall last-minute push by GNGS to compete with Scana Corp. as the top marketer in the state. Since early May, when the Georgia Public Service Commission (GPSC) notified customers who hadn't switched from AGL that they had 100 days to choose or be randomly assigned to a marketer, GNGS has stepped up its efforts to capture 275,000 people. Scana which recently slowed its marketing efforts, has acquired more than 320,000 customers.

The GNGS call center, expected to be operational in early August, will be staffed by a total of 200 people. Jobs at the new call center will include customer service, technical, training, and management positions. It will handle calls from customers seeking assistance on establishing service as well as billing inquiries.

The number of switches will grow increasingly important as Aug. 11 approaches. On that date, the GPSC will tabulate the market share for each company competing for customers. The random assignment process will be determined by the results of the Aug. 11 survey.

"A huge amount of work is still needed to be done in our market," said AGL spokesman Ross Willis. "Ideally, there shouldn't be one customer who is signed to a marketer by the state. But the reality of the situation is that almost 600,000 people still haven't switched and there is only a month and a half left before the Commission determines the random assignment process."

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