Alliant to transition 140 of its call center employees

Alliant Energy call center employees in Iowa will “transition” to being employees of InnoSource, a national staffing agency with expertise in call center operations

Through the partnership between Alliant and InnoSource, about 140 remote Alliant call center employees will continue to work from home serving Alliant customers, while still utilizing Alliant’s “technology systems for transparency and quality assurance monitoring,” but will be employed by InnoSource.

“Employees are transitioning with their same pay and comparable benefits,” said Melissa McCarville, senior communications partner with Alliant. ”These employees already worked from home and will continue to do so as employees of InnoSource.“

In a statement to The Gazette, Alliant said the transition is a part of the company’s ongoing commitment to their customers and maintaining affordability.

“This partnership will allow us to leverage InnoSource's expertise in call center operations, improving efficiency, enhancing customer satisfaction, reducing costs and better serving our customers and communities,” Alliant said in the statement.

McCarville said Alliant call center employees on Monday received “a variety of communication, information, meeting opportunities and more regarding the partnership.”

“Every current Iowa-based call center employee and team lead, approximately 140 employees, were given the opportunity to shift their employment to InnoSource,” McCarville said.

She did not comment on how many employees chose to transition. The ones who did will begin their employment with InnoSource on Saturday, Dec. 14.

Alliant said the partnership with InnoSource will help improve performance indicators, like the average speed of answering customer calls, “first-call resolutions,” regulatory reporting and enhancing customer satisfaction.

“This approach also provides scalability for varying call volumes, ensures low agent turnover and maintains approximately 140 jobs in our region, supporting economic opportunities and community connections,” the statement said.

Alliant Energy employed about 3,281 full- and part-time employees as of Dec. 31, 2023.

The transition comes about three months after Iowa regulators approved a rate increase requested by Alliant.

The utility’s last rate increase was in 2019, when electric rates went up 8.1 percent and gas rates by 9.7 percent.

According to numbers published on Feb. 2, 2024, Alliant serves approximately 998,896 electric customers and 428,143 natural gas customers.

McCarville said other call center employees, like those in their Wisconsin-based call center, where Alliant has its headquarters, will not be transitioning to InnoSource because the Wisconsin employees are covered under a collective bargaining agreement.

“Alliant Energy is committed to honoring this agreement, which includes providing alternative employment opportunities within Alliant Energy’s Wisconsin utility,” McCarville said.

Olivia Cohen covers energy and environment for The Gazette and is a corps member with Report for America, a national service program that places journalists in local newsrooms to report on under-covered issues.

Comments: (319) 398-8370; olivia.cohen@thegazette.com