It is unquestionable that utilities play an important role in our daily life.
When you turn the switch on you expect to get light or when you open the faucet you expect to get water. When you don't, you want to reach your provider as soon as possible.
That is why so many utilities have upgraded their contact centres to provide the best possible service. Many are also adopting a proactive customer service approach to facilitate the communication at unexpected peaks such as a natural phenomenon disasters or the need to quickly contact thousand of customers in a very short time frame.
For example, if power is down and you know that your customers will be calling the contact centre, you can proactively set up an IVR with an automatic message or implement an automatic outbound campaign, using the IVR, informing customers about the situation.
Related Case Studies
|EDP is the largest electricity company in Portugal and one of the Top4 in Iberia, having a strong presence on electricity generation, distribution and supply. EDP also acts in the gas sector, being the second largest player both in Portugal and in Spain. In Brazil, EDP is present on the electricity generation, distribution and supply through EDP - Energias do Brasil.|
|Iberdrola is one of the world's leading private energy groups with a presence in approximately 40 countries and on four continents. It is the largest wind energy producer in the world, with 4,100+ MW; one of the leading international developers, of combined cycles, with approximately 10,000 MW under management; the lowest-emission generator in Spain, and one of the most environmentally-respectful in Europe: 247 grams of CO2 per kWh in 2006|
|As one of Northern Africa's leading postal group, La Poste Tunisienne occupies a key strategic role in Tunisia and through its three core areas the group provides links between individuals, businesses, their customers and suppliers thereby stimulating the Tunisian economy. Today, the Tunis-based contact center handles blended media customer interactions taking advantage of the benefits associated with a blended contact centre environment and offering key benefits to La Poste Tunisienne. Agents can view the all the information that the contact center has about the customer.|
|Sodexo designs, manages and delivers comprehensive On-site Service Solutions for our clients with services that range from foodservices to construction management, reception to the maintenance of scanners and laboratory equipment, management of data centers to leisure cruises and from housekeeping to rehabilitation services at correctional facilities.|
|Test-Achats was founded in 1957 by volunteers, the example of British and American precursors. The basis of this dissemination of information was new to the whole world: comparative tests of products. For the first time in our country, an organization dared to compare the qualities and defects in products, up to recommend for or against a product from another.|