Outsource Energy and Utilities Call Center Services

We have been delivering call center services for energy and utilities businesses worldwide for over two decades. Over the years, we have assisted businesses in handling customer inquiries related to meter readings, outages, billing, tariff and rate information, payment processing, energy usage analysis, and promoting energy conservation programs. All these services are provided through various communication channels like phone calls, emails, and live chat.

We bank on several crucial steps to ensure efficient communication. Firstly, we receive customer inquiries and concerns through various channels like phone, email, or chat. The information is then documented, and a ticket or case is created. Next, our skilled agents analyze the issues and provide accurate solutions. If necessary, the problem is escalated to our higher-tier support. Finally, we collect customer feedback to assess service quality and identify areas for improvement.

Our dedicated team comprises customer service representatives, technical support specialists, data management assistants, etc. The team streamlines the process through advanced call monitoring tools, real-time feedback mechanisms, and quality assurance protocols. Further, we deploy customized CRM systems, IVR solutions, and AI-powered chatbots to automate routine queries, freeing up agents to handle more complex issues efficiently. Consequently, our agents resolve queries on time with a 95% improvement in customer satisfaction.

We rely on a well-defined approach to ensure call quality. The approach involves comprehensive agent training, frequent performance assessments, and ongoing feedback mechanisms to guarantee the highest standard of call quality. We also conduct regular performance reviews and coaching sessions to improve the standards of services.