3 Steps Utilities Can Take to Make Their “Get-to-Zero” Programs a Success
- Feb 23, 2022 7:24 am GMT
This item is part of the Business Side of Running a Utility in 2022 - February 2022 SPECIAL ISSUE, click here for more
Utilities are on a mission to achieve two goals that seem contradictory: to increase customer satisfaction while decreasing the number of calls that arrive at their call centers. This drive to “get-to-zero” when it comes to customer calls is understandable, given the financial pressures facing utilities. In the time of Covid, utilities did the right thing and did not cut off customers who failed to pay their bills. But, as a result, utilities are now sitting on an estimated $32 billion in unpaid bills.
So, utilities are searching for new ways to reduce costs and driving down customer calls is near the top of the list. However, Get to Zero programs often result in the opposite of their goals, so utilities should consider the risks. Done against customer expectations, Get to Zero programs have a risk of alienating customers and increasing customer “rage metrics” that produce even more calls to customer service. All businesses, including utilities, are under pressure to raise the bar and deliver a world-class customer experience that rivals the likes of Apple and Amazon, so it’s a good idea to have a strong playbook for GTZ that resolves those risks.
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