Calpine Community Energy
Services for OCPA
September 8th, 2025
Who We Are
What We Do For OCPA
Calpine Contact Center
Your Customers. Our Priority.
Calpine Contact Center Overview
Capabilities at a Glance
✓ over 150K calls answered annually
✓ over 50 CCA programs supported
✓ key word trending & analysis
✓ robust quality monitoring
✓ industry-leading forecasting tools
OCPA’s contact center is supported by a
specialized vendor created exclusively to
serve CCAs, managed by Calpine.
Contact Center Partnership
Energy Choice California (ECC) partners with
IBEW across California since 2018
- Expanded to Local 47 in Southern California in
2021
- Commitment to competitive wages, healthcare,
retirement, and job protection
OCPA Customer Support Resources
- 4 union-represented agents serving
OCPA customers
- Pool of 4 supervisors providing
oversight and accountability
OCPA Call Volumes 2024 & 2025
• 2024: 7,779 calls; 2025 YTD: 2,974 calls (trending lower) • 2024 peaks due to annual true-ups & Huntington Beach reversions 0 100
200
300
400
500
600
700
800
900
1000
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
2024 2025
OCPA Customer Satisfaction Survey
Month Satisfied
w/Service
% of Total Callers
Who Completed
Survey
January 96.59% 16.00%
February 96.04% 19.46%
March 98.80% 18.99%
April 82.98% 12.53%
May 92.31% 7.49%
June 79.07% 11.68%
July 95.83% 12.77%
✓ customer satisfaction above
90%
✓ temporary dip due to technical
issue, quickly resolved
✓ weekly review of feedback
drives continuous
improvement
Quality Assurance
✓ agent performance analytics
✓ ongoing quality monitoring
✓ personalized coaching
Customer Opt-Out Channels
• Three opt out channels,
most opt out online
• Multiple channels
provide flexibility
• Digital channels
highlight customer
preference for self-service
27% 58%
15%
Percent of Opt Out by Channel
Website/Iframe
Self-Service
Phone Tree
Customer
Service
Representative
Reasons for Opt Outs by Channel
• Rate or Cost Concerns (37%) → largest driver of opt-outs • Automatic Enrollment (28%) → second most common reason • Together, these two account for nearly two-thirds (65%) of all opt-outs Other Reasons
• Agents capture
“Other” reasons and
richer customer
feedback
• Most common:
“Customer wants to
remain with SCE”
OCPA Customer Retention
Proactive agent engagement helps retain customers and address opt-out reasons.
• Calpine monitors opt outs and underlying reasons
to inform retention efforts
• Agents engage in customer-focused retention
efforts:
• Highlight the benefits of OCPA participation and
programs
• Provide rate comparisons and bill insights
• Guide customers to opt-down rather than opt-out
• Large commercial customer calls are escalated to
OCPA staff for personalized support
Enhancing Customer Retention
Recently added new commercial
pop-up message that highlights
OCPA’s 3% lower rates compared
to utility.
Next step: continuing to leverage
digital tools to improve retention
and enhance the customer
experience
Calpine and OCPA: working together to ensures
reliable, high-quality customer support.
Please let us know if you have any questions.