News Releases

Norfolk Centralized Customer Care Center takes 4 millionth call

May 17, 2019

Norfolk, Neb. – Nineteen years after opening its doors, the Centralized Customer Care Center (CCCC) in Norfolk has proven to be a vital resource to Nebraska Public Power District (NPPD) and public power customers by taking its landmark four-millionth call.

The CCCC has approximately 38 full time employees, operates 24 hours a day, and assists 23 other public power entities with calls from around the state.

“This is an exciting milestone for our retail operation,” said NPPD Retail General Manager Tim Arlt. “Having a central place where our team can work together to handle customer calls is an important part of our business, and we’re very thankful to all of our colleagues who have helped make the Norfolk location a success.”  

NPPD received it’s millionth call in April of 2006, followed by the two-millionth call in May of 2010 and the three-millionth call in June of 2014. The most recent landmark call came in Monday, May 6, and NPPD Board members took time later that week to visit the team and recognize them for the achievement.

“In addition to handling calls, the Centralized Customer Care Center supports online tools and processes, for our customers, so there is a full circle of support provided by the team,” added Arlt. “Even with those online tools in place, many of our customers want to speak directly with our staff, and it’s important to us, that we are available whenever our customers need us. The Norfolk CCCC allows us to do that.”

The CCCC provides customer outage support 24/7 by calling 1-877-ASK-NPPD. Billing related calls and service requests are taken between 6 a.m. and 8 p.m. Monday through Friday and 8 a.m. to noon on Saturday.