Benefits for Energy and Utility Services
Outsourcing your communications and key back-office tasks to a dedicated service provider gives you the power to streamline while powering up your operational capabilities:
Reliability
With safety on the line and lives at stake, a BPO partner helps you minimize the possibility of failure in the chain of communications—be it on the part of agents or the equipment they use.
Versatility
Customer-service channels are shifting to new directions. BPO offers multichannel versatility, from inbound and outbound voice channels to email, video chat, virtual assistants, social and more.
Expertise
Get access to a premium network of customer service agents skilled in every type of communication, from basic sales and service to emergency messaging.
Convenience
Communicate with customers in real time, 24 hours a day, 365 days a year, in whatever time zone they reside—and in a variety of language and dialects, tailored to your unique demographics.
Self-protection
Inaction isn’t an option. As in California, there can be legal liability for failing to appropriately act or communicate during a crisis. A BPO-powered disaster plan offers a first line of defense.
Expansion
Deregulation and changes in market forces are creating new competition, opportunities and operational mandates. Our experts help you understand these challenges and adapt to meet them.
Goal-setting
Analytical tools give you the power to continuously improve by tracking and reporting KPIs, such as first-call resolution, abandoned call rate and average handling time.
Dispersed backups
Secure your data on a reliable network of data centers spread across the U.S. and Canada to best ensure uptime during a regional disaster.
Scalability
Outsourcing the a nationwide network of agents means you’ll be equipped to handle seasonal spikes in regional activity without lapses in service or undue expense.
Back office
Along with customer care and payment services, you’ll get product/service support, tech support, sales outreach and order management and fulfillment — all within an integrated solution.
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