Customer Care Professionals Group

This special interest group is where customer care professionals share tactics on how utilities are improving interactions with their customers. 

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Transforming the traditional Utility Call Center

As 2019 rapidly approaches, the transition underway is the transformation of the traditional Utility "call" center into more of a full-fledged "contact" center. Utilities are realizing that the traditional emphasis on "call" management is ironically the same channel that needs to be reduced to drive higher customer satisfaction, lower cost and meet customer expectations. Talk about a conundrum. When you think about it, virtually every metric, every KPI, every process is tied to "call" measurement.   AHT, ASA, Abandons, Service Level etc.   Even quality is based on call management.   

How do you navigate this change and the implications to CRM, Knowledgebase, billing, payments, technology interface, quality and more importantly... driving Digital Deflection?

Having a digital deflection strategy is key for Utilities.    Digital deflection is a methodology and strategy to convert voice interactions to non-voice interactions.     The investment, technology, experience and process required to drive this transformation is a key reason why more Utilities have come around to the perspective that Outsourcing is a way to escalate and expedite transformation.  

For example, how will chat be integrated into the communication mix?  Will it be live chat, chat-bots, texting .. a combination of all?  Is the customer experience mobile friendly?   Does the existing infrastructure (IT, Care, Billing and HR) have the expertise and budget to apply analog and digital (mobile) treatments to interactions.  Is the operation PCI certified and compliant?   Practical answer is that there will be gaps, big and small.   And outsourcing with a leading experienced Utility focused BPO is a great way to bridge the gaps short and long term.

How is your company dealing with the transition from call center to contact center?

 

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