EnergyIndustry

Call Center Solution for Energy Industry

by Sachin Kaushik,on Wed Jun 27,2019

For energy and utilities companies. providing reliable and cost-effective electric power, natural gas and water to consumers have 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.

Aria Telecom facilitates your energy and utilities company in catering to the diverse requirements of your customers. We have more than 19 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.

Aria has extensive experience with energy and utilities providers. Since technology has taken a stronghold in our culture, we’ve upgraded the ways in which we interact with customers, allowing for a greater customer base and increasing customer satisfaction. We help energy and utility providers manage these call centers from their own facilities (on-site) or one of our existing sites (offsite). Regardless of where they choose to host the call center, our services are trustworthy, innovative, professional, and secure.

Power supply related complaints on a proactive basis and provide effective, assured and timely services to the customers several power distribution companies and state electricity boards have set up an Electricity Call Center Solution. These call centers work round the clock to receive customer complaints through several channels such as telephone, fax, email, etc.

The customer complaints are registered and forwarded to the field personnel for timely action and rectification. The status of the complaint is periodically tracked and updated. The customer can know the status of the complaints registered by contacting the call center personnel. In case the complaint is not resolved within a specified time limit, the complaint is escalated to the notice of higher authorities for expediting the resolution process.

The Electricity Call Centers are managed through specially designed contact center software solutions, which form the backbone of operations. The software deployed may vary from technically advanced to simple solutions. The software generally comprise of Contact Management Solution and/or Process Monitoring Solution. These call centers are either managed by the utility’s personnel or outsourced to third parties.

Electricity Call Centers have been implemented in the states of Tamil Nadu, Andhra Pradesh and Karnataka. In the states such as Rajasthan, Delhi, Madhya Pradesh, etc the call centers are at the various stages of implementation. With the help of these call centers the distribution utilities have been able to conform to the stringent service levels defined by their respective state Electricity Regulatory Commissions.

Call Center Solution for Energy Industry

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