Contact Center Software Solutions Specially Designed for Utility Companies
Contact centers within the utility industry cannot afford to come up short, especially when it comes to handling communication during stressful times like natural disasters or system outages. In fact, customers expect timely and convenient communication no matter the situation – and if you’re unable to fulfill these expectations, you could lose your valued customers.
That’s why it’s important to have a contact center software solution that works with you and makes it easier for you to meet these expectations. But what features are key in helping utility companies reach their goals?
Contact center solutions for the utility industry
Contact centers within the utilities industry are responsible for responding to a wide variety of inquiries, including everything from billing and system outages to start/stop requests and natural disasters. As such, the following solutions are vital to be a part of any utilities call center:
1. Omnichannel capabilities
Being responsible for communicating with consumers during a mass power outage is no easy feat, but having the ability to utilize any available channel to accomplish the task makes it much easier.
That way, if you need to take a proactive approach to a planned outage or respond to an emergency, you can do so via the most convenient avenue, whether that be voice, SMS, email or chat.
2. Automation
Perhaps the most important thing you can do in today’s dynamic environment is utilize automation. AI and automation allow you to exceed customer expectations through expert call routing that reduces wait times, enhance the overall customer experience by collecting real-time customer feedback through post-call surveys and more.
So, whether you implement AI chatbots to help you handle routine inquiries, an Interactive Voice Response (IVR) system to allow customers to self-service when they make payments or both, remember that providing these options is key to boosting efficiency and customer trust.
3. Real-time monitoring and reporting
For an industry where customer service is paramount, prioritizing using a system that provides real-time data access and processing is critical. Not only will it help you verify that things are always running smoothly and that needed adjustments are promptly addressed, it also plays a vital role in ensuring agents receive the training they need to provide the level of customer service you require.
4. Scalability
One unique aspect of the utilities industry is that agents often face unexpected bouts of increased call volume during situations like power outages or extreme weather. Thus, if your contact center software platform does not provide the flexibility you need to adjust your seat volume on the fly – no matter where your agents are working – you risk letting your customers down in already stressful situations.
5. Compliance
Despite the unique challenges utility companies face, they are not exempt from rigid regulatory requirements. Luckily, contact center software solutions that make it effortless for you to adhere to such regulations while catering to all of your other needs are out there.
For instance, TCN’s Call Recording Storage seamlessly keeps a record of all agent actions and interactions so you can ensure protocol is being followed and that your business is always audit ready.
User-friendly call center solutions for utility companies
Above all, even if you have access to all of the tools mentioned above, you may still struggle to execute your goals if your contact center software solutions are not part of a user-friendly platform like TCN’s Operator.
TCN’s solutions are specially designed to overcome the challenges within the utilities industry. They empower you to save money with real-time updates, boosted efficiency and timely and transparent communication that maintains customer trust during stressful times.
To learn more about how TCN is built for your utility company, click here.