Call Center Services for Energy and Utilities Industry

For energy and utilities companies, providing reliable and cost-effective electric power, natural gas and / or water to consumers has to be supplemented with seamless customer service. This is particularly true in a scenario where evolving customer expectations and interface are playing as much of a role in transforming the sector, as financial restructuring, distributed generation, plateauing electricity demand and increasing regulatory pressures. Consistent customer information and streamlined Customer Relationship Management (CRM) are integral functions for utility organizations, which can have an impact on utility planning and educated decision making.

Invensis Technologies, an expert Call Center Outsourcing Services company, facilitates your energy and utilities company in catering to the diverse requirements of your customers. We have more than 15 years of experience in delivering high-quality, cost-effective customer service that solves critical business challenges for our clients and helps them to achieve cost efficiencies. Outsourcing customer service to us ensures that all interactions are implemented with a focus on building long-term relationships for your business.

We provide your energy and utilities business with robust support in the form of a 24x7x365 multi-channel contact center that combines the skills of well-trained professionals with the process efficiencies of the latest call center technology. We service your customers through: inbound and outbound voice support, web / live chat, email management, mobile SMS / text and IVR (self-service). With facilities for IVR, Automatic Call Distributor, Dialer, Voice Logger, Reporting Engine and more, our call center technology ensures that all your customer interactions are streamlined.

Call Center Services for Energy and Utilities Industry

Outsource Customer Service to Invensis for Essential Support

We are among the leading customer service outsourcing companies and provide call center services for energy and utilities companies across the spectrum: transmission and distribution service providers, affiliate electricity providers, retail electric providers, city-owned utilities, municipally-owned utilities, pay-as-you-go electricity providers, public utilities, water suppliers, mutual water companies, natural gas providers, natural gas pipeline companies, local distribution companies, solar power companies, energy generation, distribution or retail companies, oil and gas companies, oil field services, energy trading and alternative / renewable energy companies, and others.

How Invensis Addresses the Customer Service Challenges Faced by Energy and Utilities Organizations

Customer Service across Channels:

While a majority of customers still prefer to pick up the landline to call their utility providers, a substantial and growing segment is shifting to using their mobiles, live chat, email and social media. Outsourcing customer service to Invensis ensures that your customers get a connected experience, whether they utilize one communication channel exclusively or a mix of them. Our multi-channel contact center is operational 24 hours of the day and all through the year to cater to your customers via: inbound and outbound voice support, web-based live chat support, email management, mobile SMS / text, and IVR (self-service). We have the capability to create personalized customer experiences that leverage the features of the channel.

Consistency of Customer Care:

With more choices opening up for customers in the energy, utilities and ancillary services sector, delivering value through reach and quality will be integral for success. As an ISO 9001 certified company, Invensis aims for each customer interaction to have a satisfactory closure. Our experienced professionals are given in-depth training in your brand values so that they are able to communicate to your customers with confidence and sensitivity. Offers that are targeted at special segments and cross-selling and up-selling opportunities are capitalized on to build your business revenue.

Scalability:

As energy and utility companies look to grow through consolidation or expansion into emerging markets, Invensis will partner your business to service your customers across time zones. As an outsourcing partner, we have the capability to scale up the resources assigned to your project, both in terms of trained personnel and technology. Invensis' call center services will ensure standardization of customer interactions across the board.

Streamlined Call Center Service through Single Vendor:

Your energy or utility company may require Invensis' call center services for a wide range of requirements - providing customer support, managing billing inquiries, sending notifications, and more. We have the capability to take care of all your end-to-end customer service requirements, which reduces the risk of outsourcing for your company and delivers cost and process efficiencies.

Best-fit Technology:

Having the right technology to connect with your customers at your fingertips delivers considerable value to your business by saving time and cost. Invensis utilizes the latest call center technology to ensure that inbound and outbound customer interactions are optimized. The technology we employ has facilities for IVR, Automatic Call Distributor, Dialer, Voice Logger, Reporting Engine, and more.

Gaining Insights for Decision Making:

With the aid of call center metrics and regular reports, you will be able to gauge insights about your CRM strategies. Key Performance Indicators (KPIs), such as First Call Resolution (FCR), Average Handling Time (AHT) and Abandoned Call Rate, give you visibility and control throughout the call center outsourcing process.

Data Security:

As an ISO 27001 certified organization, we adhere to stringent data security measures in our call center operations. Outsourcing to Invensis will ensure that customers trust your company and its customer service, and your business is able to build long-term customer relationships.

What Sets Us Apart

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