How Personalization is Improving Utility Customer Satisfaction and Reducing Contact Center Costs
- May 22, 2019 4:32 pm GMT
This item is part of the Special Issue - 2019-05 - Customer Care, click here for more
Utility customer care teams are under enormous pressure. They are expected to handle customer issues in shorter amounts of time while maintaining or increasing customer satisfaction. And if this weren’t enough, they must deal with outdated IT systems, siloed data, an increasing number of channels to support, and insufficient customer self-service tools.
Despite these challenges, the call center remains a critical contact point for utility customer care teams to get right–especially for critical customer segments such as low-to-moderate income (LMI) customers. Assistance with billing inquiries, such as “Why is my bill so high?”, as well as payment and financial assistance questions, comprise up to half of all calls into the call center. And customers of all segments have high expectations. In fact, 72% of contact center callers expect customer service representatives (CSR) to know they are a customer, along with their product and service history when they contact the provider.
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