Utilities |
Energy and utility companies are operating in an increasingly competitive and scrutinised market and this is affecting the ability of contact centres to service their callers at a manageable cost. However there are many great options available today.
Listed are several of the key drivers towards better self-service:
- Reducing the cost to serve customers: there is constant pressure to provide outstanding customer service while maintaining or reducing costs
- Deregulation: this is empowering consumers to select their suppliers based on cost and customer service
- High customer expectations: these must be met and exceeded, while managing costs and maintaining efficiency
- Fierce competition in a global market: how you deliver your service directly impacts your ability to compete, reduce cost, generate revenue and maintain customer loyalty
- Technology investments: you already invested highly in your existing systems and need to protect your infrastructure investment
- More and more energy and utility organisations are using speech-driven technologies to give customers faster, more convenient access to a wide range of information therefore improving customer satisfaction while tackling the issue of cost.
- Automating routine non-specialist calls, such as outage information or balance checks can significantly reduce the cost of call handling
- By offering self-service to your customers, highly trained agents’ time is freed up and this gives them the opportunity to handle complex enquiries and even maximise on cross-selling opportunities
- Effective self-service can produce huge cost savings
- Based on open industry standards, Vicorp ensures that their voice applications are totally portable and will run on existing and future platforms
- Vicorp has the expertise to create sophisticated voice interfaces that you can dynamically change to keep your customers informed of the latest situations, for example during a power cut or flood situation
- Vicorp’s solutions deliver measurable business benefits which can be tracked through the comprehensive integrated reporting portal
- We provide our software and services under any commercial package that suits our customers and this ranges from pay-as-you-go, on demand, reward / royalty based to value-based pricing. We are confident of creating real value in all cases.
Here are a few typical phone-based applications that are used by utility and energy organisations.
- Meter reading
- Bill payment
- Change of address
- Move in/move out service
- Balance check
- Storm and outage information
- Identification and verification