When you’re searching for a Business Process Outsourcer (BPO), finding the utilities call center is the key to success. Your company can lower costs and improve customer satisfaction by leveraging Midco Connections’ resources.
With Midco as your utilities call center, you get round-the-clock response to your customers’ needs. We’ll help you make the best use of your internal resources – providing 24/7 automated solutions for customers who need routine information about their utility bill, payment, or service. Customers who prefer to talk with a live agent will have someone available to assist them. This means less time on hold, happier customers, and reduced costs for you. We’ll customize a program for your utility company using the most economic combination of Interactive Voice Response and live agent support.
Building relationships with customers isn’t just a retail effort. Today’s customers expect excellent service from every company they do business with, including their utility company.
Utilities Call Center Services
Customer Routing Interactive Voice Response (IVR)
Energy Audit Campaigns – Home energy audits provide your customers with suggestions and tips on reducing energy costs and the advantages of becoming a green customer.
Customer Routing Interactive Voice Response – IVR technology allows your customers to make choices through the keypad of their phone. During outages, overflow or disaster recovery situations, Midco’s IVR systems can be utilized to handle large call volumes.
Customer Satisfaction Surveys - Find out what your customers are thinking. Midco Connections CIC (Customer Interaction Center) applications allow you to offer automated post-call customer satisfaction surveys.
After Hours, Overflow, and Disaster Recovery Support (Outages) - Midco will work with your utility to develop a formal disaster recovery plan to assist with customer call-ins and assisting you in the scheduling of support staff as needed for the restoration.
Quality Monitoring - We can benchmark your results with the rest of the industry, comparing demographics, processes, and service with other organizations to identify strengths, weaknesses, and improvement opportunities in your organization.
Late Bill Resolution - lWe will review the status of your customers’ accounts to determine if a temporary payment extension can be granted. Letting your customers know they have options available will avoid defaulting on payments and disconnection of service.
Email – Offering multiple communication platforms allows you to exceed your customers’ expectations. Email can help your utility reduce expenses.
Web Chat - Allow your customers to reach you in whatever way they are most comfortable including chat. Your customer simply clicks on the “Chat Now” button on your web site and they will be directed to a live Midco Total Care Associate.
Connects/Disconnects - Providing your customers with timely information and scheduling of connects and disconnects is not only beneficial for them, but also for your utility company.
Comprehensive Reports – Midco will customize your reports and help you track important criteria:
- Average Handle Time (AHT) – amount of time your average customer spends talking with an agent.
- Average Time Abandoned (ATA) – how long people wait before they hang up.
- Average Speed of Answer (ASA) – how long it took to answer the call.
- After Call Work (ACW) – how much time is taken to complete the call (documenting or requesting post call activities).
- Service Level (SL) – the measurement of what percentage of calls were answered by a specific goal number of seconds. For example: 70/30 means 70% of the calls were answered in 30 seconds.
- Abandoned Calls (AC) – the number of calls where the customer hung up before someone answered the phone call.
These are just a few of the standard measurements that are used to track performance and identify potential cost cutting measures. Midco Connections will work with you to determine the best measures for your utility and customize reports to meet your needs.