Nicor Home Solutions Call Centers Recognized for Excellence in Customer Experience for Eighth Consecutive Year

NAPERVILLE, Ill., Oct. 16, 2014 – Pivotal Home Solutions announced today that for the eighth consecutive year, its Nicor Home Solutions contact center continues to perform the highest among call centers for customer satisfaction excellence, according to the J.D. Power Contact Center Certification Program. Nicor Home Solutions, a premier provider of home protection products and services, is one of select few companies in the utility sector to have achieved this distinction, demonstrating its strong commitment to providing the highest level of service.

“Providing excellent service to our customers is of utmost importance to our team members,” said Robin Boren, president of Pivotal Home Solutions. “Our customers look to us for assistance and peace of mind, and it is our goal not only to meet their expectations, but to exceed them.”

Since 1992, Pivotal Home Solutions has grown its customized home service plans business to support 1.2 million customer contracts in 15 states.

To achieve certification, the award-winning call center successfully passed a detailed audit of more than 150 criteria that drive customer satisfaction and operational excellence encompassing recruiting, training, employee incentives, management roles and responsibilities, and quality assurance capabilities. The evaluation included a random survey of Nicor Home Solutions customers who recently contacted its call center in Naperville, Ill. For certification status, a call center must perform within the top 20 percent of customer service benchmark scores.

The Contact Center Certification Program was launched by J.D. Power in 2004 to evaluate overall customer satisfaction with call centers and to help call centers in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling customer contacts.

For information about Nicor Home Solutions, visit For information about Pivotal Home Solutions, visit For additional information on the Contact Center Certification Program, visit

About Pivotal Homes Solutions

Pivotal Home Solutions is a subsidiary of AGL Resources (NYSE: GAS) formed in 1992 to provide energy-related products and services with a home warranty and energy efficiency focus. Pivotal Home Solutions markets “Home Solutions,” a proprietary line of customizable home warranty and energy efficiency plans that can be co-branded with utility and energy companies to maximize financial performance and build and sustain customer satisfaction. For more information, visit

About AGL Resources

AGL Resources (NYSE: GAS) is an Atlanta-based energy services holding company with operations in natural gas distribution, retail operations, wholesale services and midstream operations. AGL Resources serves approximately 4.5 million utility customers through its regulated distribution subsidiaries in seven states. The company also serves approximately 630,000 retail energy customers and approximately 1.2 million customer service contracts through its SouthStar Energy Services joint venture and Pivotal Home Solutions, which market natural gas and related home services. Other non-utility businesses include asset management for natural gas wholesale customers through Sequent Energy Management and ownership and operation of natural gas storage facilities. AGL Resources is a member of the S&P 500 Index. For more information, visit

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