Providing the Power to do More with Less
Faced with the challenges of restructuring, consolidation and deregulation, the utilities industry is increasingly investigating the outsourcing of essential internal operations, including customer service centers. Thanks to years of experience within the industry, West Interactive is uniquely positioned to help utilities reduce overhead while enhancing customer satisfaction.
Our team of industry experts, paired with our redundant and scalable platform, can become an extension of a business' customer service operation. This allows utilities to optimize their customer service while taking on the additional challenges of increased collections, cross-selling and supporting costly initiatives such as smart grid or smart meter technology.
Here are just a few of the capabilities of our inbound and outbound contact center solutions:
- Automated call distribution to efficiently handle complex call routing schemes
- Seamless integration with customer and third party systems such as billing or CRM
- Proactive automated reminders for appointments, payments and service interruptions
- Customer surveys to gather valuable feedback and information
- Web dashboards for real-time monitoring of call patterns
Sample call types include:
- Activations and new service requests
- Customer care
- Billing
- Collections
- Technical support
- Field service management
West Interactive provides technology and blended solutions that deliver strong bottom line results to the nation's largest utilities providers. Our ability to integrate contact center technology, business resources and internal processes increases operating efficiencies while driving a positive customer experience.