Covington Electric Cooperative
Raising the standard for every member interaction
Covington Electric Cooperative (CEC) has been serving the Andalusia, Alabama area since 1944.
In 2024, CEC recognized a clear opportunity: while their teams delivered solid service, the overall member experience lacked consistency across their Member Services, Buzz Fiber, and Dispatch divisions. There’s a difference between getting the job done and creating an interaction that truly resonates and CEC wanted to move beyond “good enough” to build an experience that felt positive, personal, and dependable at every touchpoint.
To get there, we introduced a structured call coaching program—combining onsite training with ongoing support for both employees and managers—to align communication, build confidence, and elevate the quality of every conversation.
“The training has been engaging, structured, and consistent across all employees, which takes the guesswork out of coaching. The coaches create a positive, encouraging environment that makes learning enjoyable and effective. I’ve seen measurable growth in my team’s confidence and performance, and I’m thankful for the tools and support Pivot provides.”
– Anna Worley, Manager of Member Services, Covington Electric Cooperative
“The training has been engaging, structured, and consistent across all employees, which takes the guesswork out of coaching. The coaches create a positive, encouraging environment that makes learning enjoyable and effective. I’ve seen measurable growth in my team’s confidence and performance, and I’m thankful for the tools and support Pivot provides.”
– Anna Worley, Manager of Member Services, Covington Electric Cooperative
Insights
- Aligning multiple teams around a single, consistent member experience.
CEC’s structure includes three distinct teams—Member Services, Buzz Fiber, and Dispatch—each operating with its own leadership and day-to-day priorities. While each team performed well independently, the member experience varied depending on who answered the call. Our role was to connect these groups under a shared standard for communication, tone, and service delivery. By creating alignment across teams and managers, we helped ensure every member interaction felt cohesive, intentional, and consistently positive—no matter where the call landed. - Bringing clarity to performance—and confidence to the people behind it.
Many team members had years of experience but limited visibility into how well they were truly performing. Without clear benchmarks, “good” was subjective. Through structured evaluation and coaching, we helped individuals better understand their strengths, identify opportunities for growth, and, in some cases, recognize where their skills might be better utilized. This clarity didn’t just improve performance—it improved morale. With defined expectations and actionable feedback, employees gained confidence, direction, and a stronger sense of purpose in their roles. - Creating a culture of continuous improvement through ongoing coaching.
Lasting change doesn’t come from one-time training—it comes from consistent reinforcement. Through regular call review, ongoing coaching sessions, and detailed performance dashboards, we built a system that keeps teams engaged in their own development. Representatives can track their progress, see how they compare, and stay motivated to improve. Quarterly reporting highlights top performers, celebrates meaningful gains, and equips managers with tools to coach more effectively. The result is a sustainable feedback loop that keeps the entire organization moving forward.
Results
Within the first three months of Call Coaching, CEC consistently matched or exceeded Pivot’s quality checkpoints. And two years later, they continue to excel—operating with a clearer standard for what great member service looks like and having the data visibility to maintain it. With ongoing call coaching and objective performance feedback, leadership can pinpoint where teams excel and where support is needed.
Like any effective coach, Pivot’s partnership helps improve performance, turning insight into action. The result is a more accountable, confident team, equipped to deliver a consistently stronger experience—and continuously improve it over time.
“I’m very thankful for Pivot and the structure it has brought to my team. The consistent training, coaching, and scoring provide accountability and growth opportunities for every employee. It has also lifted a huge weight off me as a manager because I know my team is being evaluated fairly and given the tools to succeed.”
– Anna Worley, Manager of Member Services, Covington Electric Cooperative
“I’m very thankful for Pivot and the structure it has brought to my team. The consistent training, coaching, and scoring provide accountability and growth opportunities for every employee. It has also lifted a huge weight off me as a manager because I know my team is being evaluated fairly and given the tools to succeed.”
– Anna Worley, Manager of Member Services, Covington Electric Cooperative
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