Giving You the Power to Do More with Less
The utilities industry is experiencing an increased use of outsourcing to offset the challenges being faced by restructuring, consolidation, and deregulation. At the center of these challenges are the customer contact centers that are faced with needing to drive customer satisfaction while reducing overhead and operating expenses.
West Interactive is positioned to help Utility companies sustain leadership and ensure customer satisfaction. Our vertical expertise is matched by a fully redundant and scalable platform that becomes an extension of your customer service. This allows companies to optimize their customer service delivery and be able to take on additional challenges of today?s market that includes increased collections, the need for cross-sales opportunities and redirection of funds to support initiatives such as Smart Grid or Smart Meter Technology.
Here are just a few of the capabilities and features of our inbound and outbound contact center technology solutions for utilities providers:
- Intelligent automated call distribution systems to efficiently handle complex call routing schemes and front end solutions that reduce maintenance capital and operating costs
- Seamless integration to customer and third party systems such as billing or CRM to assist with dated systems
- Proactive automated reminders for appointments, payments and service interruptions
- Gather valuable feedback and information through customer surveys
- Web dashboards with enterprise viewing that allows for real-time monitoring of call patterns and administration tools for change management and assist with regional and national contact center distribution
Sample call types include:
- Activations and New Service Requests
- Customer Care
- Billing
- Collections
- Technical Support
- Field Service Management
West Interactive works with many of the nation?s largest utilities providers and provides technology and blended solutions that deliver strong bottom line results. Our ability to integrate contact center technology, resources and process will increase efficiency and cost savings throughout your organization.
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