Utility companies and municipalities are faced with strict regulations and are constantly under a high level of scrutiny and liability. There is a great need for affordable and reliable Call Center applications due to the high volume of customer service calls. Applied Business Technologies solutions meet all of the requirements and provides the ability for your operation to improve risk management, quality assurance, customer retention, dispute resolution and other critical business concerns.
Benefits include:
Call Recording, Screen and QA
- Call Recording and Live Monitoring, Quality Assurance and Reporting to ensure courtesy and accuracy in the role of the customer service agent.
- Our call recording solution helps supervisors to confirm that the agents are receiving the account numbers, payment information, and service-related issues correctly.
- Vital details can be quickly retrieved during emergency repair request or service outage calls.
IVR Solutions
- Customized IVR solutions that provide real value added self service for account information, billing and payment which increases work efficiency and decreases overhead costs.
- Utility outage alert notification
- Service appointment can be scheduled by customers dialing in and using the automated system
- Intergration with SMS Text Messaging technology
Post Call Survey Solutions
- Interactive Post Call Survey that can be used to measure Quality Assurance and customer satisfaction
Business Analytics
Utility companies are faced with the constant challenge of replacing aging infrastructures, and deployment of smart grids which requires significant investments and greater operational efficiencies. There are ways that Utilities can leverage the power of analytics to free up working capital and optimize return on assets. Combining metrics from multiple sources is not only effective in the call center, but in many other business units as well.
