Water Utilities making robocalls

EL DORADO — The El Dorado Water Utilities has a new way of notifying customers that their service could potentially be disconnected due to nonpayment.

Customers have already begun receiving the notifications from the water utilities’ new robo-calling system.

Mark Smith, general manager of the water utilities, said discussions about using robo-calling technology had been under way for more than a year as part of an ongoing effort to improve customer service at the utilities.

The installation of the new system was completed last week, he said.

Members of the El Dorado Water and Sewer Commission got their first listen of the automated calls during a regular meeting on March 22.

El Dorado Water Utilities’ customer service manager Becky Taylor said 148 robocalls were sent out within eight minutes that day.

Smith explained that the system automatically calls customers who are in danger of having their service shut off due to nonpayment.

An automated voice informs customers about the potential disruption of service, the amount due and the due date.

The calls are generated by computer, and the automated voice cites the information twice, Smith said.

The robo-calls originate from the water utilities’ main phone number of 870-862-6451, which appears on the recipients’ caller ID equipment, along with the El Dorado Water Utilities’ name.

After hearing audio of the new system, water and sewer commissioners suggested a change in some of the language, noting that a tag, which initially said, “Have a

great day,” could aggravate customers.

Chairman Pete Parks and Commissioner Bill Luther recommended replacing the signoff with "Thank you,” instead.

Customers who receive a robo-call from the water utilities are urged to pay their bill immediately to avoid disruption of service.

Smith said customers should also notify the water utilities if their phone number has recently changed or is expected to change.

Fore more information, call Smith at 870862-6451, extension 111.