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05/1/17  |  Leave your thoughts

Customer Service in the Utilities Space: Opportunities for Growth and Improvement

As Contact Center professionals in the utilities industry, your job is straightforward: provide high quality and effective communications with your customers regarding billing, outages, and their other needs.

Greentech Media recently reported that, in 2016, the average utility customer spent about eight minutes annually interacting with their utility companies through digital channels and about 11 minutes on the phone with an agent. Greentech goes on to report that, more commonly than ever, 76% of customers said they are willing to walk away from their current utility provider for lower pricing or better options. Clearly, there is a disconnect between customers’ satisfaction with their utility providers and the amount of time they spend communicating with them on an annual basis.

The Use of CRM in the Utilities Space

Customers have a short list of needs from their utility companies. At the most basic level, they want easy access to Customer Service. They want accurate and timely billing information, quick resolution when issues arise, accurate and clear communication regarding service interruptions, and easily accessible information regarding cost-saving options and energy conservation.

Utility companies are recognizing the importance of maximizing the brief, yet crucial, interactions they have with their customers. Many are turning to CRM software as a means to improve these interactions. This results in an overhaul of Customer Service departments that are now leaning on IT professionals more than ever to improve the overall customer experience.

In the utilities industry, the purpose of your CRM is threefo

1. Increase customer satisfaction to aid in customer retention and loyalty.

2. Allow for data to be stored safely and centrally, without the risk of data breach.

3. Enable agents to access the needed data to provide excellent customer service.

2017 CNP Expo

In May, KomBea is headed to the 2017 CNP Expo in Orlando, Florida. The Expo is the fastest growing annual gathering of professionals from across the industry landscape that work in the Card Not Present space, meaning that they accept payments online, over the phone or via mail order.

Maximizing Your Existing CRM

Your agents are required to take confidential information from customers almost every time they take a call. Whether they are collecting Social Security Numbers, addresses, or payment information, your organization is thereby vulnerable to breach and fraud by giving hackers the opportunity to steal information from your agents or even giving agents the chance to mishandle or steal information.

KomBea offers two solutions (SecureCall and ExactCall) that enable contact centers to become very secure and fully compliant, while still using their existing CRM and phone systems.

About SecureCall and ExactCall

SecureCall enables your customers to share their identification or payment information by entering it on their phone keypad or through an SMS interface. Your agents remain on the line, but never hear or see sensitive information.

ExactCall enables agents to deliver legal disclosures, order summaries, or other required information using pre-recorded audio or an SMS interface. Information is delivered consistently and correctly every time, without the risk of human error.

If our business will be attending the 2017 CNP Expo in Orlando on May 22, please visit our booth to chat with our solutions professionals and request a demo of our call center solutions, SecureCall and ExactCall. You may also follow along by liking our LinkedIn and Facebook pages. To learn more about the 2017 CNP Expo and to register, please visit: http://www.cnpexpo.com.

 

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