When you’re searching for a Business Process Outsourcer (BPO), finding the right partner is the key to success. Your company can lower costs and improve customer satisfaction by leveraging Midco Connections’ resources.

Customer care is an essential aspect of any company’s operations. It makes sense to trust Midco. We have more than 20 years of experience providing high-quality customer care. You get quality performance, the latest technology, and cost saving efficiencies.

At Midco, 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.

Energy Audit Campaigns

Midco Connections provides your utility company with the communication resources needed to develop a comprehensive campaign to schedule energy audits. Home energy audits provide your customers with suggestions and tips on reducing energy costs and the advantages of becoming a green customer. This is also an opportunity to begin education on smart grid and smart metering.

Customer Routing Interactive Voice Response (IVR)

IVR technology allows your customers to make choices through the keypad of their phone during which they can service their own inquiries by following the IVR menu. Midco’s IVR systems can respond with prerecorded or dynamically generated audio responses to resolve your customer’s issues or further direct them on how to proceed. IVR applications can be used to control almost any function where the inquiry can be broken down into a series of simple interactions. During outages, overflow or disaster recovery situations, Midco’s IVR systems can be utilized to handle large call volumes. Best of all, no human intervention is required unless the customer actually requests it, making it one of the most cost effective customer solutions available.

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. This can include asking customers for their views on Smart Grid and Smart Metering to enable you to craft a winning marketing campaign and change consumer behavior patterns for acceptance.

After Hours, Overflow, and Disaster Recovery Support (Outages)

To lessen the financial impact of a disaster or an outage restoration, Midco is available 24 hours a day, 7 days a week. Midco will work with your utility to develop a formal disaster recovery plan to assist your utility with servicing your customer call-ins and assisting you in the scheduling of support staff as needed for the restoration. Whether it’s a recovery situation or after hours/overflow calls, Midco can setup an IVR front-end to minimize live agent talk time and give your customers the option to talk to a live agent.

Quality Monitoring

Quality monitoring ensures that we are meeting your call criteria and objectives. Midco offers you voice and data quality monitoring options. We can benchmark your results with the rest of the industry. We compare demographics, processes, and service with other organizations to identify strengths, weaknesses, and improvement opportunities in your organization.

Late Bill Resolution

We will review the status of your customers’ account to determine if a temporary payment extension can be granted. If eligible, we will offer an extended bill pay date. This allows your utility to make logical decisions about your customers’ accounts while showing your customers that they are more than just an account holder. 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. Since email response has a wider time window for response, it helps increase staffing efficiency. Use Midco e-mail as another channel to speak with your customers.

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. Midco manages the software and people. Your customers get the service when and how they want it. Midco Connections Web Chat is available 24 hours a day, 7 days a week.

Inbound Customer Care/ Billing Questions

Your customers expect an immediate response to their questions; especially billing inquiries. The response should be accurate, instant, friendly and personalized.

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. Ensuring the customer is home allows you to maximize your service technicians’ time. This extra touch at the beginning of the process will save you time, energy and money.

Comprehensive Reports

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